Associate Director-Full Stack

$131,000 - $243,000/Yr

Verizon Communications - Irving, TX

Part-time,Full-time - Senior

Remote - Irving, TX

Telecommunications

About the position

The Associate Director-Full Stack at Verizon is responsible for leading the delivery of Contact Center solutions, focusing on call routing and voice technology. This role involves managing multiple platforms, including ACD and CTI, and overseeing the Center of Excellence for Contact Center AI. The position requires building and mentoring a talented team, collaborating with business units, and driving innovation in voice technology, particularly through generative AI. The Associate Director will also be responsible for ensuring high-quality product delivery and optimizing customer experience through advanced technology solutions.

Responsibilities

• Lead the delivery of Contact Center call routing and voice technology solutions.
• Manage multiple ACD platforms and Computer Telephony Interface (CTI).
• Oversee the Center of Excellence for Contact Center AI platform for voice and voice bot solutions.
• Build and mentor a highly motivated team to deliver high-quality products and services.
• Partner with business units to establish goals and communicate the vision set by senior leadership.
• Drive the implementation of emerging voice interfaces and technology platforms.
• Manage end-to-end delivery of multiple Call Routing platforms supporting 5M+ inbound calls per day.
• Lead the integration of predictive IVR and digital solutions with Pega.
• Implement intelligent and personalized call routing leveraging AI models.
• Drive DevOps implementation and manage stakeholder relationships.

Requirements

• Eight or more years of relevant experience in technology management and contact center operations.
• Technical knowledge of IVR, Contact Center AI, Speech engineering, CTI, and ACD.
• Experience in CCAS (Contact Center as a Service) and generative AI technologies.
• Strong leadership skills with experience in technology selection and full stack implementation.
• Ability to communicate complex concepts effectively to diverse audiences.
• Experience in business process transformation and user experience optimization.

Nice-to-haves

• Knowledge of Cisco ICM and ACD, Avaya IVR and ACD, and Google CCAI.
• Experience in cloud-native technologies and microservices architecture.
• Familiarity with generative AI-driven intent recognition and dialog generation.

Benefits

• Health insurance
• 401(k)
• Tuition reimbursement
• Paid time off
• Adoption assistance
• Parental leave