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...

As a Project Manager, you’ll be working within our Professional Services customer-facing project management team to manage enterprise-wide Contact Center solutions for customers from many verticals. The Professional Services team implements and maintains both Verizon hosted and CPE solutions which contribute millions in Verizon revenue. The custom IVR and voice solutions are critical to our customers so our focus is to consult with both quality and a sense of urgency in mind. The project management team follows the Verizon Professional Services Project Methodology which uses a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling Verizon PS activities. A standard approach to project management allows Verizon to provide consistently high-quality project implementation and management. The work is sometimes done from a Verizon office, remotely, and (at times) from a customer location.

  • Handling all aspects of project delivery using the Verizon Professional Services Project Delivery Model.
  • Providing regular project status reporting for internal and external stakeholders, including comprehensive financial management data.
  • Planning and executing complex Call Center technology project lifecycle implementations.
  • Providing Customer Experience (CX) project managerial leadership and governance for moderate to large, complex projects involving multiple technologies or representing a significant revenue risk. Using technical understanding to ensure engineering milestones are achievable and aligned to solution end state.
  • Interfacing with Management, PMO program stakeholders, and customer representatives.
  • Facilitating the definition and documentation of project requirements, scope, and deliverables.
  • Developing and maintaining project plans, action logs, risk and issue logs.
  • Being accountable for delivering projects on time, within budget, and with high quality.
  • Handling resource forecasting and tracking throughout project lifecycle implementations.
  • Applying subject matter expertise on contact center technologies required to design and deliver custom solutions.
  • Ensuring all flow down requirements are managed to overall project scope, including TPVs and internal suppliers.
  • Handling the most complex problems and developing resolutions independently.
  • Leading cross-functional, high performance, virtual teams.
  • Actively managing customer expectations.
  • Escalating issues that require executive attention.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree inbusiness or technology or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Four or more years of project management experience in the Contact Center Services area.
  • Active PMP certification or willingness to obtain within twelve months.
  • Excellent written and verbal communication skills.
  • Strong project governance skills.
  • Excellent client relationship management, negotiation, and conflict resolution skills.
  • Ability to perform with a strong sense of urgency in a fast-paced, demanding environment.
  • Willingness to travel.

Even better if you have:

  • A degree.
  • Eight or more years of project management experience in the Contact Center Services area.
  • Five or more years of Genesys and IVR technologies experience (CPE).
  • Experience in some or all of the following: Genesys, Avaya, Aspect, NICE, IVR technologies (CPE).
  • Agile and Waterfall project methodologies experience.
  • Strong telecommunications knowledge.
  • Expert level vendor management skills, including contract agreements, negotiations, service level agreements, and performance measurements.
  • Experience coordinating management of technical, security, and network architecture frameworks.
  • Ability to effectively communicate with all project stakeholders.
  • Genesys or other technology certification.
  • Experience with Clarity, SAP, and/or Smartsheet.
  • Experience using G Suite, Microsoft applications, web conferencing and collaboration tools (aka Webex, Slack).

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.