Unlock Your Potential with Verizon: Associate Director - IVR and Conversational AI
Are you a visionary leader with a passion for innovative technologies and exceptional customer experiences? Do you have a proven track record in driving the delivery of cutting-edge Contact Center solutions, including IVR and Conversational AI? Look no further! Verizon, a global leader in telecommunications, is seeking an experienced Associate Director to lead our IVR and Conversational AI initiatives in a remote setting.
About Verizon and Our Culture
At Verizon, we empower people to live, work, and play by connecting them to what brings them joy. Our V Team is a vibrant community of individuals who anticipate, lead, and believe that listening is where learning begins. We value diversity, inclusivity, and authenticity, and we're committed to creating an environment where everyone can thrive. As a Verizon team member, you'll have the opportunity to drive innovation, creativity, and impact in the world.
Job Summary
As an Associate Director - IVR and Conversational AI, you will be responsible for leading the delivery of Contact Center call routing, voice technology solutions, and our Center of Excellence for Contact Center solutions. You will manage multiple ACD platforms, Computer Telephony Interface (CTI), and our AI platform for Voice and next-generation voice bot using generative AI. Your mission will be to build a highly motivated and talented team, coach and mentor them to deliver high-quality products and services, and partner with business units to establish goals and communicate the vision set by senior leadership.
Key Responsibilities
- Lead the delivery of Contact Center call routing, voice technology solutions, and our Center of Excellence for Contact Center solutions
- Manage multiple ACD platforms, Computer Telephony Interface (CTI), and our AI platform for Voice and next-generation voice bot using generative AI
- Build and lead a highly motivated and talented team, coaching and mentoring them to deliver high-quality products and services
- Partner with business units to establish goals, influence, and effectively communicate the vision set by senior leadership
- Lead the Center of Excellence for Contact Center with responsibility for Next Generation of inbound and outbound IVR/Voice Bot utilizing Generative AI and CCAS (Contact Center as a Service) solutions
- Be responsible for end-to-end delivery of multiple Call Routing platforms which support 5M+ inbound calls per day with 24x7 availability and ACD Operations
- Manage agent assistant platform WorkHub and CTI integration, Predictive IVR integration with Pega, Digital integration
- Lead Contact Center AI solution with Google Dialogflow, Avaya integration, Voice Biometric Authentication
- Lead Intelligent and personalized call routing leveraging AI models for optimization
- Enable voice bot through emerging chat platforms like Google Dialogflow
- Lead and deliver programs in a product-based agile structure, demonstrating and championing product-based agile methodologies
- Establish objectives, create road maps, and align with key business partners and stakeholders to ensure delivery of customer care organizational goals
- Lead emerging technology direction, facilitate key decision points, convert requirements into working product outcomes, and drive integration with various vendor products
- Drive DevOps implementation, including ideation, business case, design, stakeholder management, development, trials, and delivery using industry-standard processes and tools
- Partner with Global Delivery teams to create and optimize IVR, predictive treatment, speech recognition, and cross-channel experience
- Deliver results within budget, time, quality, and strategic and tactical key performance goals
- Document and comply with software quality, data security, and compliance processes
- Create proposals and present effectively to a diverse audience; manage stakeholders
- Hire, retain, develop high-performing motivated talent and leaders both onshore and offshore
- Manage teams in both direct and matrix structures
- Analyze market and industry technology trends, adopting and discovering opportunities for growth
- Develop strategies for application leads to support growth opportunities for products and services
- Recommend, develop, and implement customer experience process improvements
- Resolve customer complaints in a timely manner
- Derive actionable insights from the voice of the customer
Requirements and Qualifications
Essential Qualifications:
- Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training
- Technical experience and knowledge of IVR, Contact Center AI, Speech engineering, CTI, ACD, Contact Center Operations
- Experience delivering Conversational AI systems
Preferred Qualifications:
- Knowledge of Cisco ICM and ACD, Avaya IVR And ACD, and Google CCAI
- Experience in CCAS, Contact Center As a Service
- Knowledge and experience in Generative AI-driven intent recognition and dialog generation
- Experience in DevOps, Microservices, Cloud Native technologies
- Relevant Voice / Speech technology management experience
- Technology leadership experience, including solid understanding of technology selection, architecture, and full-stack implementation
- Demonstrated experience in partnering with Business and IT teams at multiple levels to drive alignment and delivery of complex problems
- Ability to identify opportunities, facilitate workout sessions to ideate and generate cross-functional solutions to improve IVR, IVR-digital and OMNI experiences
- Strong presentation skills to communicate complex concepts effectively
- Experience in business process transformation, user experience optimization
- Software engineering and development experience, including leading IT teams through business analysis and Agile project management
- Experience in troubleshooting and supporting mission-critical 24X7 production systems, lead real-time high-risk mitigation plan and drive timely decisions
Career Growth Opportunities and Learning Benefits
At Verizon, we're committed to helping our employees grow and develop their skills. As an Associate Director - IVR and Conversational AI, you'll have access to:
- Professional development opportunities, including training and mentorship programs
- Leadership development programs to help you grow into senior roles
- Industry-recognized certifications and credentials
- Cross-functional training and exposure to various technologies and projects
Work Environment and Company Culture
As a remote employee, you'll have the flexibility to work from home and a minimum of eight assigned office days per month. Our company culture is built on:
- Diversity, inclusivity, and authenticity
- Collaboration and teamwork
- Innovation and creativity
- Customer-centricity and focus on exceptional experiences
Compensation, Perks, and Benefits
We offer a competitive salary and a comprehensive benefits package, including:
- Health and wellness benefits
- Short-term incentives and bonuses
- 401(k) Savings Plan and stock incentive programs
- Paid time off and parental leave
- Adoption assistance and tuition assistance
The compensation range for this position is between $131,000.00 and $243,000.00 annually, based on location and confirmed job-related skills and experience.
Conclusion
If you're a motivated and experienced leader with a passion for IVR and Conversational AI, we encourage you to apply for this exciting opportunity. As an Associate Director - IVR and Conversational AI at Verizon, you'll have the chance to drive innovation, lead a talented team, and deliver exceptional customer experiences. Don't miss this chance to unlock your potential and join our vibrant community!
Apply now and take the first step towards a rewarding career with Verizon!
Apply Now