When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition 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 Agent Assist Lead Architect, you will contribute to the delivery of Contact Center Agent Assist applications for building and enhancing agent suggestions that will help in improving agent performance metrics like AHT andclose rates . You will be bringing in innovative solutions to enable Precall/during call/Post call experiences that will delight and improve Agent CSAT scores, along with improving customer experience. You will co-develop agent assist solutions with Google/Live Person and other vendors. In this role you are architecting the next gen Agent Assist driven experience working with business and vendor partners.

  • Rolling out new & enhancing agent assist capabilities for proactive listening
  • UsingAI/ML modeling techniques to drive advanced agent experiences
  • Tracking and improve agent performance KPI’s
  • Identifingnew technologies and tools that can aid in improving agent adoption.
  • Closingpartnership with business operations teams and vendor partners.
  • Collaboratingwith Program Management, Engineering, UX and Product teams to identify product gaps, and work with cross-functional teams to design solutions.

Where you'll be working…

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

What we’re looking for...

You'll need to have:

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

Even better if you have:

  • Bachelor degree in Computer Science or related field.
  • Full stack developer experience with java, spring boot, react js.
  • Experience in chatbot and agent assist applications
  • Experience using AI/ML modeling techniques along with model optimization.
  • Experience of building chatbots or voicebots with Dialog Flow, Design engaging conversational interfaces for Contact Center AI (CCAI).
  • Experience with Desktop systems in service/sales centers
  • Excellent communication skills.

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.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical, religious, or state law recognized reasons).