SMTS - Sys Anly and Prog - Murfreesboro, TN, United States

Job # 545683

What you’ll be doing...

Our customers rely on us for the best network and customer experience. This position is responsible for helping to grow and optimize our multi-modal AI Automation experiences through our Digital Assistant ChatBot/Voice Bot as well as through other digital channels. As part of the National Customer Service Consumer Group, you will work on identifying the strategic direction, planning, and execution of digitally connected experiences powered by AI/ML driven insights and leading technologies. The work you’ll do every day will help us create simple, customer-centric, digitally oriented customer and employee experiences for our Home and Mobile customers.

As a Leader on our Personalization Technology & Action (PTA) team, you will be responsible for developing roadmaps and overall program/project management and support the implementation of medium to large-sized initiatives leveraging the Digital Assistant (ChatBot / VoiceBot) which is the future of Verizon’s self-service (Digital DIY) interactions and increasingly, the starting point for customer engagements, along with other channels our customers choose to engage us in, including the IVR, MyVerizon online & app. You will also be using other automation technologies like PEGA, to drive this multi modal, multi-channel experience. You will work with our partners within the omni-channel Customer Experience and Digital Operations organization, Customer Service Operations, and Global Technology Solutions teams to develop new Bot flows and automation solutions while representing Customer Service requirements. In order to create the best experience for all stakeholders, your expertise in the areas of user interface design, predictive engagements, mapping the customer journey, knowledge of the business and customer experience will be essential to optimize this important technology.

Your ability to work across all channels and peer stakeholder teams such as User Interface and User Experience design teams, Digital Experience and OMNI teams, will be key in driving the necessary collaboration in successfully managing these projects. In addition, you will work with other peers to drive the entire portfolio of Personalization Predictive experiences, the workflow-tracking, distribution, and daily operations of those projects including user requirements, One-Jira Production ticketing system and use case grooming and testing teams.

• Effectively communicate strategies and business objectives as well as project plans and expected outcomes to employees and stakeholders and provide regular progress updates to leadership appropriately escalating issues when necessary.
• Leverage your thorough knowledge of business rules in customer scenarios, both standard and exceptions, to, guide the development of customer experiences aligned with the Bot vision and strategy.
• Demonstrate hands-on knowledge of assigned ChatBot/VoiceBot, IVR, MVA & MVO experiences, performance, and efforts to expand (new build) and optimize flows leveraging predictive technologies to ensure the best Bot experiences, enhancements, and issue resolution.
• Leverage your analytical approach & customer experience focus to foster an environment of continuous improvement for all existing experiences (managing performance in order to meet and exceed all KPIs and business financial goals).
• Collaborate with project managers, marketing, Digital Operations (app/vzw.com), and platform / AI solution vendors to create & execute personalization solutions.
• Prioritize project activities and coordinate resources to achieve goals.
• Lead cross-functional teams and manage the execution of detailed project plans ensuring all stakeholders are engaged, deliverables are completed on-time and on budget applying problem-solving skills when necessary to address risks.
• Actively participate and contribute to group dialog and activities, applying active listening and articulate user, business, and/or technical reasoning for detailed design decisions in critiques or presentations with the ability to incorporate feedback.
• Work closely with onshore and offshore teams in guiding the design, development, testing, process and product release as well as leading ongoing quality/experience audits.

What we’re looking for...

You understand how to integrate data from multiple sources and communicate product-level insights into compelling stories. You clearly articulate business requirements for new experiences and/or enhancements to existing experiences to stakeholders at all levels in order to influence others, gain buy-in and commitment to bring these projects to fruition. You are highly analytical and accustomed to working with reporting and analytics team members to gauge performance and recommend optimization opportunities.

You’ll need to have:

• Bachelor’s degree or four years of comparable work experience.
• Six or more years of relevant work experience.
• One or more years of program management experience in a technical field.
• Experience with any Artificial Intelligence development tool such as AIM2.0, Dialog flow, IBM Watson, RASA Stack, PEGA and/or ChatterBot.
• Experience developing executive-level presentations & visualizations (Google & Microsoft apps).
• Availability to work occasional evenings and/or weekends for support of specific products, processes, or launches.
• Willingness to travel on occasion if needed.

Even better if you have:

• Bachelor’s degree in Business, Marketing, Liberal Arts, Communication Studies, Information Systems, Statistics, Analytics/Business Intelligence or four or more years of work experience in a related field.
• PMP: Project Management Professional and/or Six Sigma.
• PMI-ACP: PMI Agile Certified Practitioner with approaches on SCRUM, XP, LEAN, and Kanba.
• Three or more years of consulting or leadership experience.
• Three or more years in an analytical role.
• Two years ofCall center, Field, or National Operations experience.
• PEGA (Decisioning & Business Process Management (BPM) experience.
• Experience with Adobe XD, Sketch, MIRO or other design software.
• Experience developing executive-level presentations and visualizations (Google & Microsoft Applications).

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

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. Different makes us better.