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What you’ll be doing...

The expectation for this role is to support all commercial contact centers. The scope of this work entails executive leadership alignment on SOW contracts, Global Clearances, and needed System enhancements. In addition to executive leadership alignment, it also requires senior leadership sign-off to move forward with the execution of their responsibilities. The outcome of the vendor contracts are worth over $22M and support upwards of 1500 employees globally. This role is highly visible and success of the individual will enable the organization in turn to have success.

Additionally, this person would also be responsible for getting alignment with other departments inside of VBG to ensure we are working off a consolidated strategy and roadmap. You’ll act as the system owner for Nexidia and inContact. The person must be able to enforce business rules and be the SME for both platforms when the business has change requests.

  • Upon acceptance of executive and leadership alignment, this person would manage and execute changes to the inContact and Nexidia platforms. Continually evaluate change requests and recommend the best possible solution for the business, execute the change or work with VoiceOps or a Professional Service group for execution. Work with business leaders and PMs for feature changes.
  • Be the primary contact to inContact and Nexidia Technical Account Managers. Ensure proper execution on issue resolution and execution for cases are being worked. Prepare the senior leaders and impacted departments with guidance and action for any new changes and impacts from periodic releases for the business.
  • Provide guidance and leadership for junior system administrators. Instruct them on triage techniques and become the SME for the applications to support the business.
  • VAST Custodian for inContact and Nexidia. Manage the VAST and UIPA information for the applications to ensure they are compliant with Verizon privacy and security standards.
  • Meet with the business leaders on requirements for the creation or modification of contracts for call center vendors. Provide recommendations on the request and contract language. Engage Sourcing to create and establish the contracts for review. Prepare and work with GCS finance on the budget needed for the Sourcing request.

Where you’ll be working:

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager.

What we’re looking for...

You must have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Experience with application system architectures.
  • Knowledge of ACDs and Call Center processes.
  • Experience interacting with business liaisons at all levels within the GCS organization as well as our application suppliers
  • Four or more years of experience working with system administration and/or application development.
  • Experience with documentation.
  • Experience managing multiple projects.

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

  • A degree.
  • Experience with inContact.
  • Experience with Nexidia.
  • Troubleshooting skills and ability to understand complex relationships between components of multi-tiered applications.
  • The ability to work independently.
  • Project Management, coordination and planning for production impacting releases.
  • Understanding of provisioning systems.

KEYWORD - VZCONNECT

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).