Responsible for the design and development of call center operational support documentation and knowledge base resources, in support of customers, call center specialists, other service delivery specialists and OEM partners/In-Drive /personal telematics clients.  Integrate with Training, Product Management, Business Analysis, Marketing and OEM partners/In-Drive/personal telematics clients to ensure that accurate, clear, concise, timely, and relevant documents/information can be developed and posted for use by call center call center operational support personnel.  Gather supporting technical, system, and Marketing information to ensure that all materials are available to support planned launches and enhancements. Work closely with out-sourced call center personnel to optimize the information exchange and to keep documentation current and relevant. 


  • BUSINESS ANALYSIS: Gather existing information from the analysis of business requirement documentation, operational level process models, and functional requirements documentation to plan requirements and needs to create business rules, messages, call center process flows, procedures, work instructions and scripting for Customer Operations, the various call centers and Specialists skill sets.
  • DOCUMENTATION:  Authors, edits, rewrites, authenticate and verify with SMEs that all documentation (paper and electronic), and knowledge base materials that have been created are consistent with brand management for use by customers, call center Specialists, and OEM partners/In-Drive/personal telematics clients.  Ensure proper storage, delivery, and archiving of all documentation, including Knowledgebase, SharePoint, LMS through all phases of contact and delivery.
  • COORDINATION: Interface with Training, Product Management, Sales, Business Analysis, Marketing and OEM partners/In-Drive/telematics clients to ensure that a consistent, clear and concise message is developed and maintained in all materials for each OEM partner/In-Drive/personal telematics client.  Assure standardization of call center knowledge base terms, format, controls and documentation.
  • TESTING: Maintain relationships and work with user groups to validate materials for accuracy, content, functionality, and usability.  Participate with UAT (User Acceptance Testing) and Training Validation to ensure valid and consistent documentation is maintained for Customer Operations, the various call centers and Specialists skill sets.
  • SUPPORT: Provide troubleshooting assistance to users within the business area. Provide support to new applications during and after implementation at the call centers.


  • B.S. or B.A or equivalent experience required.  Advanced degree preferred.
  • 3-5 years of experience in the development of documentation in support of call center operations, or equivalent combination of education and experience.  2-3 years of experience in designing and developing process flows, methods and procedures, functional requirement documentation.  3-5 years of experience developing process flows, methods, and procedures preferred.
  • Excellent open and proactive written communication skills with focus on grammatical and usability skills.  Ability to work in team-oriented environment.  Ability to work in matrix-managed environment. 
  • Knowledge of Microsoft applications to include Excel, Word and VISIO and knowledge of various Knowledge Management systems.  Proven analytical skills.  Strong customer service orientation. 
  • Knowledge of business process development and improvement. 

Equal Employment Opportunity

  • Verizon is a Federal Contractor
  • Verizon requests veteran priority referrals
  • Verizon is an equal opportunity and affirmative action employer M/F/Disability/Vet.