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 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 an intricate part of the Digital Assistant team, you will be responsible for designing and developing systems actions within our Digital Assistant ChatBot / VoiceBot including working with our partners to architect, develop, and implement integrations to source systems and decisioning tools necessary to deliver a personalized customer experience contained within the Bot.
You will work cross-functionally with Business, IT, Network, Security, Legal and Development teams to understand the customer / business needs and convert these insights into actionable requirements as well as propose a detailed solution architecture, development and QA approach.
You will work with our partners within the omni-channel Customer Experience and Digital Operations organization, Customer Service Operations, and Global Technology Solutions teams including UI and UX design, AI development, engineering, and analytics teams to continuously improve speed, convenience and overall efficacy of the solutions.
Your ability to communicate effectively across all functions is an integral step towards the collaboration necessary in managing these projects.
Effectively communicate technical content 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 Verizon business rules in customer scenarios and to build world class customer experiences aligned with the Bot vision and strategy.
Demonstrate hands-on knowledge of assigned ChatBot / VoiceBot experiences, performance, and efforts to expand (new build) and optimize flows.
Collaborate with project managers, marketing, Digital Operations (app / vzw.com), and platform / AI solution vendors leading major initiatives to create & execute personalization solutions.
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)
Prioritize work efforts based on impact, coordinate resources to achieve goals, and utilize agile approach in execution defining business cases, user stories, and implementation plans.
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, Global Technology Solutions, business, and product development teams to gain an understanding of business, technical, and end user needs and define the strategy and justification for design solutions, ensuring designs are feasible, scalable, and accessible.
Partner with business leads to ensure data, reporting, and analytics requirements are cared for in all designs in order to produce the necessary business intelligence that drives understanding of actual performance and optimization opportunities
Generate documentation required for test planning & execution, implementation guides, management solution guidelines, and troubleshooting and operational support guidelines.
Utilize machine learning to find commonalities in data and design recommendations for improvement and lead the automation of regression test cases.
Build relationships with stakeholder teams, and partner with internal teams and key stakeholders to develop improvement plans to ensure program(s) success.
What we’re looking for...
You are extremely detail-oriented and have a passion for ensuring solutions deliver the optimal and expected customer experience and business results.
You love to integrate systems in an optimal way to deliver customer experiences that are fast, convenient, and have a high-level of efficacy.
You understand how to integrate data from multiple sources and communicate product-level insights into compelling stories to different stakeholders at all levels.
You’ll need to have :
Bachelor’s degree or four or more years of work experience.
Six or more years of relevant work experience.
Implementation experience including activities such as designing, prototyping, development, configuration, and testing.
Knowledge of Chatbot User Interface development through Google application programming interfaces.
Experience with any Artificial Intelligence development tool such as AIM2.0, Dialog flow, IBM Watson, Experience with design or development or support of products leveraging Natural Language Processing (i.
e. Dialogflow, IBM Watson, etc.).
Even better if you have :
Bachelor’s degree in Business, Communications, Liberal Arts, Marketing, Information Systems, Computer Science, Statistics, Analytics / Business Intelligence or two or more years of work experience in a related field.
Ability to effectively communicate technical information both written and verbally.
Ability to understand complex data structures such as hierarchical data, graphs, hash maps, nested JSON.
Knowledge and understanding of wireless industry trends and key business drivers.
Experience with test automation tools such as Selenium, Appium, QTest, etc..
Testing experience on Web GUIs and back-end processing products written in Java, C, or other high-level languages.
Testing experience involving SQL and / or NoSQL database systems.
Experience developing executive-level presentations and visualizations (Google & Microsoft Applications).
Customer Service (Digital or Contact Center) experience with knowledge of improved processes and organizational efficiency.
Ideally, with a focus on customer experience.
Experience leading collaboration with business leads and IT to execute all visual design stages from concept and requirements to final hand-off to business unit end-users.
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.