What you’ll be doing...

OMNI Voice handles all projects related to Voice Technology in Verizon Consumer Group. The team handles the IVR (Interactive Voice Recognition) Voice Application Development in AEP Platform, Voice Tools Management, Voice Applications in Contact Center, Voice Biometrics & Fraud Management and also Voice Bot Development in Alexa, Google Dialog Flow. All these applications uses Microservices framework for orchestration & technology management.
Wireless IVR - Handles 4.5 million calls a day with 85% self-serve rate. Verizon Wireless IT’s IVR is an enterprise-wide solution that supports multiple business segments 24X7 and is the front door for service calls catering to both English and Spanish speaking customer base.
Team is looking for a candidate to be part of development team of currently 23 members and contribute & lead the design & development tasks in IVR Platform. The candidate would primarily be working on apps in AEP with Microservices integration. This is one of the critical revenue streams for Verizon, and being a high volume application, performance & scalability in this case is of paramount importance.

• Create clear career paths for team members and help them grow with regular deep mentoring. Perform regular performance evaluation and share and seek feedback.
• Support the overall design and implementation of the program vision, and provide clarity and strategic roadmap for the team.
• Develop insights dashboard for operations to provide visibility and drive efficiencies
• Develop the automation pipeline, and manage the end-to-end automation lifecycle, from validation and prioritization of opportunities through to maintenance and support.
• Oversee, plan and execute concurrent activities to time, quality and budget including assigning of processes and projects to analysts and developers.
• Coordinate and communicate with stakeholders and leadership on the function’s successes, challenges, and opportunities, and serve as automation champion and change agent
• Maintain and enhance governance structures to provide automation in the most effective and risk optimal way.
• Manage the technical aspect of automation and be a mentor for automation team.
• Leading a team to manage 1search as well that caters to multiple applications, agent facing and customer facing and tracking metrics for the same.
• Talent transformation on the latest emerging Technologies.
• Working closely with a talented and highly skilled pool of Software development Engineers, you shall be responsible to drive the next level of features, while guiding and mentoring the team.
• Create clear career paths for team members and help them grow with regular deep mentoring. Perform regular performance evaluation and share and seek feedback.
• Plan projects, training, objectives, timelines, deliverables and milestones.

What we’re looking for...

You have great technical skills and enjoy leading teams to deliver results that make a big impact. When there are challenges, people look to you for solutions. You are very good at keeping the lines of communication open to keep things moving in the right direction. Multitasking is second nature for you, and a fast-paced, complex environment is where you thrive.

You’ll need to have:

• Bachelor’s degree or equivalent degree
• 8+ yrs of experience in the IT industry with 3 years in leadership/ mentoring role
• Proven track record of delivering highly scalable IVR solutions/Programs
• Must possess development experience in Java technology for more than 6 years

Even better if you have:

• Knowledge on cognitive technologies like AI/ML with Telecom domain knowledge
• Experience working in a team-oriented, collaborative environment
• Relevant experience of leadng and managing programs
• Must have practical experience of implementing Agile (SCRUM) based approach in medium to large organizations with multiple development teams with demonstrable experience in managing product and project backlogs with other stakeholders such as productmanagers.
• Must have driven one or more programs with DevOps and have thorough understanding of all the aspects of CI/CD pipeline automation.

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.