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Associate Director-Full Stack
Verizon Communications - Irving, TX
posted 2 months ago
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 spearheading the Center of Excellence for Contact Center AI, utilizing generative AI for voice bots. The position requires building and mentoring a talented team, collaborating with business units, and driving innovation in voice technology across the organization.
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 next-generation voice bots using generative AI.
- 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 the end-to-end delivery of multiple call routing platforms supporting over 5 million inbound calls per day.
- Lead the integration of predictive IVR and digital solutions with Pega and other platforms.
- Implement DevOps practices for project delivery and stakeholder management.
- Analyze market trends and develop strategies for growth opportunities.
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 a solid understanding of technology selection and full stack implementation.
- 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 AI-driven intent recognition and dialog generation.
Benefits
- Health insurance
- 401(k)
- Tuition reimbursement
- Paid time off
- Adoption assistance
- Parental leave
