What you’ll be doing...
You will provide project management and implementation support for an existing call center infrastructure project. You’ll be responsible for successfully managing steady state operations as well as coordinating discovery, design, implementation and support of all hardware, software, security, and management components into the existing customer boundary, and adding additional technologies as required within scope and schedule.
Drive customer requirements, document change requests and review and revise program documentation.
Support the implementation of newly approved task orders into the existing call center environment, which may involve changes to the IVR, intelligent call routing, call manager, call control soft clients, and CRM integration points.
Frequently interface with the customer program and technical teams.
Conduct routine program reviews with Verizon and customer executives.
Handle matrix management across multiple functional and technical groups within Verizon and its subcontractors.
What we’re looking for...
You’ll need to have:
Bachelor’s degree or four or more years of work experience.
Three or more years of relevant work experience.
ITIL and PMP certification, or eligibility to obtain.
Three or more years of experience working with call center projects and technologies.
Eligibility to obtain and maintain a government security clearance.
Even better if you have:
Experience working directly with a Federal customer.
Public Trust clearance, USCIS or DHS.
PMP, ACP and ITIL certification.
Experience with Verizon internal systems for performance and maintenance.
Experience managing a customer environment with multiple subcontractors and nationwide user base.
Strong understanding of call center technologies.
Basic understanding of the WITS and Network contracts.
When you join Verizon...
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
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.