MoveTheWorldForwardTogether

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

The Senior Manager – PS (CX CCaaS I&I) will focus on three primary areas. Their purview will include both Pre-sales, Post-Sale business and client support. They will be a thought leader in delivery functions and will lead a team of highly technical and experienced engineers focused on delivering professional services within the PS CX services portfolio. This individual will provide management oversight, lead service creation efforts within assigned portfolio, and deliver subject-matter-expert level guidance to the teams engaged with our largest business accounts. The CX Sr. Manager must understand how to identify business drivers and requirements and be comfortable engaging in strategic discussions with internal and external customers at the executive/ C-suite level. They provide global (multi-enterprise) product and service support by collaborating with direct reports, applicable Verizon product teams, Verizon support organizations and technology partners to; influence direction, contribute to product roadmaps, assist in resolving product issues and closing gaps from presales through delivery. The CX Senior Manager works with PS peers as well as Product, Sales and external partners on continual improvements to accelerate sales and delivery to meet Verizon contracted commitments. They must also ensure highly effective and mutually-rewarding customer relationships, and effectively communicate project or program status to Verizon key stakeholders as well as customer management and executive levels. The CX Sr. Manager must be an action oriented, results driven performer with a history of achievement operating in a fast paced environment.

Lead and manage a team of CX Engineers and Specialists.

Organization responsibilities include:

  • Provide management and oversight of the Virtual Contact Center competencies, specializing in CX solution creation and integration.
  • Lead a highly technical team of CX architects, engineers, and specialists responsible for all tasks (discovery through deployment) related to the delivery of NICE inContact based solutions.
  • Translate customer requirements into an executable Statement of Work, leveraging Third-Party vendors, contractors, as well as internal resources.
  • Provide leadership in design and execution of product agnostic professional service engagements.
  • Lead staff in a high performance environment characterized by positive project leadership, a strong team orientation, a commitment to developing self and peers.
  • Communicate and translate functional/operational goals into team goals.
  • Ensure all projects meet overall business objectives, revenue targets, and funding budgets.
  • Effectively addressing administrative functions and project assignments. Ensure team adherence to PS policies and procedures.
  • Provide resources for pre-sales support, assuring the team provides assessments for new opportunities and changes when needed. Interface with sales engineers and customer account teams.
  • Define staffing needs and assign projects to team members to meet organizational and business goals while developing each team member's skills. Ensure assigned work is within scope of responsibilities and complies with best practices and established descriptions.
  • Report on organization status and performance through metrics, status reports and operations reviews.
  • Represent organization to external teams including Sales, Marketing, Verizon Engineering, and support.
  • Regularly monitor team member performance providing regular feedback and guidance according to corporate policies.
  • Maintain collaboration with internal and external teams to define project priorities, business requirements and schedules.Adeptly resolve or escalate issues.
  • Guide and mentor team in continual process improvement.
  • Responsible for managing personnel-related activities such as: recruitment, performance appraisals, personal development and team planning. Craft customized development plans to ensure each team member focuses on training, improving skill sets and enhancing the value they deliver to the company.
  • Identify opportunities for process efficiencies and lead efforts to deliver automated solutions to reduce or eliminate manual methods.

Where you'll be working...

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

What we’re looking for...

You will need to have:

  • Bachelor's degree in management or computer scienceor four or more years of work experience.
  • Six or more years of relevant experience in a leadership role in a technical consulting or technical delivery environment.
  • Experience with all aspects of Contact Center Operations including solution design, installation and configuration, and deployment for large-scale, complex environments.
  • Experience in CX service delivery including a mastery of IVR, software engineering, solution integration, Network, and Professional Services implementation.
  • Team lead or business analyst experience.
  • C#, .Net, Java, JavaScript, JSON, XML, SQL, and/or NIC Studio experience.
  • Experience organizing, planning, measuring, and reporting tasks and methodologies for staff.
  • Knowledge management techniques with the ability to resolve employee relations, performance, and rewards issues.
  • Willingness to travel up to 25% of the time.

Even better if you have one or more of the following:

  • Written and verbal communications and interpersonal skills.
  • Experience with NICE inContact, ConvIVR, CCaaS, and/or Nuance delivery.
  • Python, C++, UML, HTML, Node.js experience.
  • Possess a broad knowledge of CX with a strong technical background.
  • Industry related patents.

Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives,we’ve got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a Colorado work location, the compensation range for this position is between $139,000 and $259,000 based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience.  This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

NYC candidates: Verizon requires new hires to be fully vaccinated against COVID-19 for onsite and hybrid NYC roles. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons). Additional information will be provided during the hiring process.