What are the responsibilities and job description for the Technical Program Manager - Voice Technology position at Verizon?
About Us
Verizon is a leading provider of innovative technology solutions that empower individuals and communities around the world. Our mission is to power and empower the lives of our customers through cutting-edge technology and services.
Salary Range
The compensation range for this position is between $130,000.00 and $242,000.00 annually based on a full-time schedule, with adjustments for part-time roles. This is an incentive-based position with the potential to earn more.
Job Summary
We are seeking an experienced Technical Program Manager to lead the delivery of Contact Center call routing, voice technology solutions, and establish a Center of Excellence for Contact Center solutions. You will manage multiple ACD platforms, Computer Telephony Interface (CTI), and Center of Excellence for Contact Center AI platform for Voice and next generation of voice bot using generative AI.
Responsibilities:
Requirements:
What We Offer
We provide a comprehensive total rewards package that includes health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, tuition assistance, and other incentives.
Verizon is a leading provider of innovative technology solutions that empower individuals and communities around the world. Our mission is to power and empower the lives of our customers through cutting-edge technology and services.
Salary Range
The compensation range for this position is between $130,000.00 and $242,000.00 annually based on a full-time schedule, with adjustments for part-time roles. This is an incentive-based position with the potential to earn more.
Job Summary
We are seeking an experienced Technical Program Manager to lead the delivery of Contact Center call routing, voice technology solutions, and establish a Center of Excellence for Contact Center solutions. You will manage multiple ACD platforms, Computer Telephony Interface (CTI), and Center of Excellence for Contact Center AI platform for Voice and next generation of voice bot using generative AI.
Responsibilities:
- Develop and execute strategies to improve Contact Center operations and customer experience.
- Manage end-to-end delivery of multiple Call Routing platforms supporting 5M inbound calls per day with 24x7 availability and ACD Operations.
- Leverage AI models to optimize intelligent and personalized call routing.
Requirements:
- Bachelor's degree or four or more years of work experience in a related field.
- Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
- Technical experience and knowledge of IVR, Contact Center AI, Speech engineering, CTI, ACD, and Contact Center Operations.
What We Offer
We provide a comprehensive total rewards package that includes health and wellness benefits, short term incentives, 401(k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance, tuition assistance, and other incentives.
Salary : $130,000 - $242,000
