When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.

What you'll be doing...

As Senior Manager, you'll lead the strategy for the Call Routing and Interactive Voice Response (IVR) experience within Verizon's Virtual-to-Business (V2B) Inside Sales teams. This highly impactful role demands significant expertise, the ability to manage multiple complex projects, meet critical deadlines, prioritize efficiency, and relentlessly focus on improving the customer experience.

Supported V2B Workgroups:

• Blended: This team handles a blend of inbound and outbound calls.

• Digital Chat: This team primarily manages customer interactions via digital chat, with scheduled time for outbound calls.

• Vendor: Our vendors manage diverse call volumes, including blended, digital-only, and outbound-only interactions.

Key Responsibilities:

• Serve as the single point of accountability for all Call Routing strategies within the V2B Organization, leading projects from ideation to completion.

• Have a deep understanding of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Intelligent Contact Management (ICM) architecture and functionalities

• Experience creating, modifying, and scheduling call routing scripts within the Cisco ICM environment

• Being proficient in troubleshooting ICM and UCCE environments

• Writing Cisco ICM Scripts to define how calls are routed within our contact center environment.

• Develop and execute comprehensive call routing and IVR strategies, incorporating Computer Telephony Integration (CTI), Google Contact Center AI (CCAI), Outbound Dialers and other systems to maximize efficiency, minimize misdirected calls/transfers, and ultimately enhance revenue and customer experience.

• Research, evaluate, and implement optimal call routing methodologies to ensure efficient queue management, superior customer experience, and alignment with key business outcomes and revenue goals.

• Being able to put business routing needs into a technical design and request for GTS to code.

• Analyze and optimize existing call routing flows, developing strategic roadmaps for improvements and ensuring seamless cross-functional execution.

• Build compelling business cases for IVR and Call Routing enhancements, leveraging data to quantify revenue generation and cost savings.

• Design and define the end-to-end IVR experience across multiple enterprise partners and workgroups, collaborating closely with Rourint and Workforce Planning teams.

** What we’re looking for…**

You're a strategic thinker with a passion for optimizing customer interactions and driving business results. You're adept at data analysis and financial modeling, and a highly organized and detail-oriented multitasker, able to deliver precise and accurate results even under tight deadlines. You have strong technical skillset in Cisco ICM/UCCE, practical scripting experience in real-world environments, a solid grasp of contact center operations.

You’ll need to have:

• Expertise in Engineering, Planning, and/or Operations, particularly with Avaya IVR, Cisco UCCE, or Google CCAI platforms.

• Exposure to scripting or programming languages like Python or Perl

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

• Six or more years of relevant experience in technical or project management, demonstrated through work, military experience, or specialized training.

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

• Proven experience leveraging Call Center metrics (e.g., AHT, FCR, Abandonment Rate, Transfer Rate) to optimize IVR design and call routing strategies for improved customer experience and operational efficiency.

• Demonstrated ability in strategic decision-making and complex problem-solving.

• Experience managing expense and/or capital projects, demonstrating strong financial acumen.

• Proficiency with data analysis tools such as GCP, SQL, VBA, Tableau, Thought Spot, SSMS, Teradata, etc.

• Demonstrated ability to make independent, data-driven decisions in alignment with company policies, practices, and project requirements.

• Experience identifying, creating, and presenting compelling business cases, leveraging innovative research and operational approaches.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes working from home and a minimum of three days per week in the office, which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Benefits and Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, we’ve got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is: $104,500.00 - $200,000.00.

The annual salary range for the Colorado location(s) listed on this job requisition based on a full-time schedule is: $115,000.00 - $200,000.00.

The annual salary range for the Maryland location(s) listed on this job requisition based on a full-time schedule is: $115,000.00 - $200,000.00.

You want more out of a career. A place to share your ideas freely. We power and empower how people live, work and play by connecting them to what matters most. If that inspires you, start the next chapter of your career here.