Director - Full Stack- Conversational AI & IVR

Job Description

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

This position is responsible for end to end delivery of Contact Center Voice Technology solutions. Responsibilities include managing multiple IVRs, Computer Telephony Interface (CTI), ACD platforms, Contact Center AI platform for Voice and Next generation of voice bot using generative AI.

The leader will be responsible for guiding a highly motivated and talented team, coaching and mentoring them to deliver high quality products and services. The role requires partnering with the business units to establish goals, influence and effectively communicate the vision set by senior leadership. This position also involves being the thought leader in emerging voice interfaces and the center of excellence for voice technology platforms across the VGS Technology org.

• Being responsible for end to end delivery of multiple IVRs which supports 5M+ inbound and outbound calls per day with 24x7 availability.

• Leading Contact Center AI solution with Google Dialogflow, Avaya integration, Nuance NR11, Speech Optimization, Voice Authentication and Passive Biometrics.

• Managing homegrown outbound dialer platform for Collections, Marketing, Click to Call, After Call Survey, and Hold My Place.

• Managing agent assistant platform WorkHub and CTI integration, Predictive IVR integration with Pega, and Digital integration.

• Leading intelligent and personalized call routing leveraging AI models for optimization.

• Enabling voice bot through emerging chat platforms like Google Dialog flow.

• Leading and delivering programs in a product-based agile structure. Demonstrate and be the champion of the product-based agile methodologies.

• Establishing objectives, creating road maps, and aligning with key business partners and stakeholders to ensure delivery of customer care organizational goals.

• Leading emerging technology direction, facilitating key decision points, converting requirements into working product outcomes and driving integration with various vendor products.

• Leading, running & operating delivery support for tactical and transformative initiatives.

• Driving DevOps implementation including ideation, business case, design, stakeholder management, development, trials and delivery using industry standard processes and tools.

• Partnering with the Global Delivery teams to create and optimize IVR , predictive treatment, speech recognition and cross channel experience.

• Delivering results within budget, time, quality and strategic and tactical key performance goals.

• Documenting and complying with software quality, data security and compliance processes.

• Creating proposals and presenting effectively to a diverse audience; manage stakeholders.

• Hiring, retaining, developing high performing motivated talent and leaders both onshore and offshore. Manage teams in both direct and matrix structures. Manage multi-skilled global contractors and employees.

• Analyzing market and industry technology trends, adoption and discover opportunities for growth. Develop strategies for application leads to support growth opportunities for products and services.

• Recommending, developing, and implementing customer experience process improvements. Resolving customer complaints in a timely manner. Deriving actionable insights from the voice of the customer.

What we’re looking for...

You’ll need to have:

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

• Ten or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Technical experience and knowledge of IVR, Speech engineering, CTI, Contact Center Operations.

• Technology leadership experience, including solid understanding of technology selection, architecture, and full stack implementation.

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

• Bachelor’s degree in Computer Science / Information Systems, or related field.

• Knowledge of Cisco ICM and ACD, Avaya IVR And ACD, and Google CCAI.

• Experience in CCAS, Contact Center As a Service

• Experience in DevOps, Microservices, Cloud Native technologies.

• Relevant Voice / Speech technology management experience.

• Demonstrated experience in partnering with Business and IT teams at multiple levels to drive alignment and delivery of complex problems.

• Ability to identify opportunities, facilitate workout sessions to ideate and come up with joint cross functional solutions to improve IVR, IVR-digital and OMNI experiences.

• Strong presentation skills to communicate complex concepts effectively.

• Experience in business process transformation, user experience optimization.

• Software engineering and development experience, including leading IT teams through business analysis and Agile project management.

• Experience in troubleshooting & supporting mission critical 24X7 production systems, lead real-time high risk mitigation plan and drive timely decisions

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

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

Scheduled Weekly Hours

40

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.

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 California, Colorado, Connecticut, Hawaii, Maryland, Nevada, New York, Rhode Island, Washington or Washington, D.C. work location, the compensation range for this position is between $140,000.00 and $261,000.00 annually 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.