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verizon Senior Member Technical Staff in Taunton, Massachusetts

When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose 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...

Our customers rely on us for the best network and customer experience. This position is responsible for resolving customer inquiries through our Core Bot platform, supporting content, and personalized Next Best Action recommendations/messaging while increasing digital adoption; transitioning calls/chats to digital self-service (DIY) interactions. 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 and Personalization Strategy and Operations team, you will be responsible for collaborating with internal teams and leveraging external partners/resources to expand our existing Technology strategy and create our 5 year plan.This role will encompass leading strategy execution efforts through our agile teams as well as continuous evolution / refinement of strategy based on new insights in this rapidly evolving space of AI/ML driven automation.You will work with our partners within the Omni-channel Customer Experience and Digital Operations organization, Customer Service Operations, and Global Technology Solutions teams, ensuring Customer Service requirements are met within our Bot and automation solutions flow ensuring performance expectations are met. Your ability to communicate across all channels is an integral step towards the collaboration necessary in managing these projects.

  • Respond and adapt to a rapidly changing business environment.

  • Strategy implementation across all channels, lead in-depth digital/automation current and future planning 3-5 years.

  • 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.

  • 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).

  • Communicate strategy and supporting data with effective visualizations in slides making complex concepts simple to understand the recommendations and associated value for customers, employees, society, and our business.

What we’re looking for...

You’re a detail-oriented, organized, motivated, efficient self-starter who can work effectively with a variety of stakeholders during a fast-paced environment.You collaborate with cross-functional teams in an effort to influence others towards a common goal or objective.You’re able to think and act both strategically and tactically with a sense of urgency when undertaking a variety of tasks and constantly look for innovative ways to address opportunities.You’ll need to have:

  • Bachelor’s degree or four or more years of relevant work experience.

  • Six or more years of relevant work experience.

  • Experience in strategy development and future vision on a 3-5 year time horizon and working with internal/external partners to both define and implement strategy.

  • Internal/External consulting experience, sourcing for future trends and corresponding solutions.

  • Experience in the Technology space, particular within Digital self-service around Chat / Voice Bot implementation and .com and app related environments.

  • Experience buildingexecutive communications / presentations for all leadership meetings/events: support SVP, VP’s, EDs and Directors with presentation materials and talk track compilation understanding key elements of the business strategy, processes and technology.

Even better if you have:

  • Leadership experience.

  • Ability to comprehend and analyze business needs and translate into technical requirements.

  • Effectively communicated strategies and business objectives to employees and stakeholders and provided regular progress updates to leadership appropriately escalating issues when necessary.

  • Experience connecting key learnings from channel partners to ensure they are incorporated into the business priorities to achieve desired outcomes.

  • Logic, quantitative and analytical skills; deductive reasoning and problem-solving skills.

  • Ability to influence others and gain buy-in.

  • Experience in the selection, implementation, and management of Technology vendors / solutions.

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 (https://www.verizon.com/about/careers/work-culture) page to learn more.

REQNUMBER: 560662-1O

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