What are the responsibilities and job description for the Director of Contact Center Operations Excellence position at Verizon?
Emerging Technologies and Platforms
- Lead the Center of Excellence for Contact Center with responsibility for Next Generation inbound and outbound IVR/Voice Bot utilizing Generative AI and CCAS (contact center as a service) solutions.
- End-to-end delivery of multiple Call Routing platforms supporting 5M inbound calls per day with 24x7 availability and ACD Operations.
- Manage agent assistant platform WorkHub and CTI integration, Predictive IVR integration with Pega, Digital integration.
