Principal Engineer Systems Analysis

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the V Team Life.

What you’ll be doing...

The Customer Success Technology team is seeking a thought leader to be a primary point of contact for technology strategy. This person is responsible for the identification of new and emerging technology trends in the external marketplace. They will apply internal knowledge of Verizon, our customer experiences, and business challenges to recommend use cases of new technology to deliver premium experiences for our customers and employees. This would involve establishing relationships with external vendors and technology suppliers, in order to further build out product roadmaps and drive mutually beneficial solutions. As part of this role, the candidate will partner within the Customer Service Operations organization, collaborating to tell a cohesive and compelling story of how new technology can also enable business strategy. The candidate will work closely with their Sr. Director and Associate Vice President to influence and determine the channel technology strategy. Additionally, the candidate will partner with external and internal parties to bring long-term technology solutions to the forefront, working towards building a 3-5 yr roadmap for delivery.

This person will be responsible for the following :

• Leading technology research and collaboration, including being a student of best practice sharing sessions, and external technology forums. Ongoing learning to stay abreast of and ahead of technology trends in the marketplace. Ideate to identify Verizon-specific use cases and applications of technology.
• Leading scaled implementation of new technology for the Customer Success channel. This includes collaboration with IT Architecture, Security, Legal, Customer Experience, Customer Service Operations, and other teams to ensure solutions meet Verizon standards and deliver a positive experience to end users.
• Building and maintaining a 3-year roadmap of channel technology for Mobile Customer Service and Fios. Drive funding requirements to the Investment Planning team to ensure that funding is secured to deliver technology implementations.
• Collaborating with Channel and Verizon Strategy teams to drive new business strategies which are created through new technology implementations.
• Driving cross functional collaboration and partnership with other teams, including Operations, Customer Experience, IT, Finance and others.
• Creating and presenting concise, compelling executive presentations, in which you tell the story of how new technology implementations will transform the customer experience.
• Establishing and building collaborative relationships with other technology and strategy leaders in Customer Service, Retail, Customer Experience & IT Technology to socialize new concepts, facilitate red teaming to determine what must be true to be successful, and identify business benefits to be delivered as a result of the new technology.
• Partnering with business transformation, finance and the financial planning teams to build business cases and gain approved funding to move forward from ideation to execution.

Ideal Qualities :

Where you'll be working...

This hybrid role will have a defined work location that includes work from home and assigned office days as set by the manager. The preferred locations for this role are the hub locations listed below; candidates in other locations also may be considered.

What we’re looking for...

You’ll need to have :

Even better if you have one or more of the following :

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

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. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

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