- Software Development
- Requirements Gathering
- Conflict Management
What you’ll be doing...
We are seeking a strategic thinker and thought leader willing to disrupt the status quo by transforming the way customers engage with us, the way we engage with customers, and the way we engage with ourselves. You'll be laser-focused on delivering seamless and streamlined experiences that delight customers while driving revenue and removing cost from the business. SOI (System of Intelligence) is an intelligence-as-a-service platform that develops and uses insights about the customer to create descriptive, predictive, prescriptive, and personalized engagements and communications across all channels. You'll interface with client, IT, project managers, and supplier organizations to meet business objectives related to self-service, revenue generation, customer retention, end-to-end communications, and customer satisfaction. You'll support platform transformation, requirements development, lifecycle management, testing, and validation of use cases.
You will report to the Sr. Manager of the team, and will have responsibilities that span all aspects of the SOI Catalyst team scope, with a specific emphasis on using the intelligence platform to power new capabilities in customer and agent engagements including but not limited to partnering with channel, customer experience, SOI execution team, and other stakeholders to maximize the use of each intelligence asset created by the SOI team.
Creating and maintaining strategic roadmap to ensure successful implementation of technology/tools while delivering solutions that resonate with our internal and external business partners.
Acting as a subject matter expert for PEGA Decision Hub, facilitating use case creation and migration using input from client and partner teams.
Interfacing with other members of the SOI Catalyst team, SOI execution team, channel partners, CXP partners, and other stakeholders to manage the request and delivery of intelligence assets for use in omni-channel engagement strategies.
Delivering on strategic technological visions by defining requirements, completing detailed analysis, validation, and testing.
Demonstrated omni-channel thinking and engagement creation experience.
Facilitating requirements gathering sessions with clients and IT technical teams to develop detailed business requirements.
Driving the discussion and the design of the requirements while obtaining consensus among various participants on the final output.
Managing multiple projects simultaneously, interfacing with business clients, subject matter experts, and IT and internal project managers to ensure timely delivery of initiatives and status communication to all involved parties.
Initiating the change request process to generate and collect recommendations for proposed changes, facilitate the identification of requirements, collaborate with the Change Control Board to prioritize and fund changes and provide a framework for tracking and communicating progress to interested parties.
Assisting with deployment activities periodically by conducting post-deployment certification testing.
Attending industry conferences, conduct research, and perform benchmarking exercises to ensure we are maintaining the highest level of performance and value.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Four or more years of relevant work experience.
One or more years of experience in data-driven, root cause analysis for large scale projects or cross-functional teams.
One or more years of experience in the software development lifecycle, specifically partnering directly with development teams in an agile format to produce application capabilities required by the business.
Experience working with complex systems and technology solutions.
Even better if you have:
Proven track record of strong and timely execution on projects and deliverables.
Ability to create and clearly articulate at an enterprise-level the multi-year/generational roadmap of revenue generating technologies driven by the SOI platform.
Strong communicator with ability to drive disparate groups to a consensus.
Knowledge of statistical modeling efforts and ability to translate insights into action aligning segmentation / propensity models and driving channel display/integration and messaging based on insights from analytics.
Three or more years of experience designing, deploying, and documenting micro-services at an enterprise scale.
Proven track record of success leveraging micro-services to build decision strategies within Pega.
Ability to take unstructured teams and efforts and organize them into established processes and best practices that yield significant improvements and results.
Strong systems thinking skills with the ability to understand complex architectures and clearly communicate those architectures at both a technical and executive level.
Strong conflict resolution skills, with the ability to find areas of agreement, brainstorm solutions, and gain consensus and alignment on solutions.
Advanced degree in a relevant field.
Demonstrated critical thinking skills.
Willingness to travel.
When you join Verizon...
You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.
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. Different makes us better.