Verizon Senior Technical Support Analyst in Irving, Texas

What you’ll be doing...

You’ll be accountable in managing the software development life cycle for our various Voice portal applications. You will play a key role in ensuring success in our deployments and creating a positive customer experience. You’ll be in the front lines delivering on strategic technological visions by defining requirements, creating detailed analysis, validation and testing. You will be key in developing and executing testing plans in our user acceptance and production environments.

  • Serve as a technical IVR resource/content expert to our clients by providing them with tools and training necessary to increase the overall agent, client, and customer experience.

  • Develop and execute test plans that include end to end call flow certification, identification and sourcing for all accounts to provide new functionality in the User Acceptance Testing (UAT) experience.

  • Monitoring our Quality Metrics and conducting regular health checks on our systems to provide solutions for correction or improvement in regard to customer interactions, quality of trouble reports, and additional business drivers.

What we’re looking for...

You are driven by accomplishments and you show respect to our business clients and team members. You communicate openly, candidly and listen to others suggestions all while keeping the customers experience in mind. You have a comprehensive knowledge of the IVR technology and a solid understanding of IVR standards, call distribution and routing.

You’ll need to have…

  • Bachelor’s degree or three or more years of IVR work experience

  • Experience with test case development and certification in a UAT and production environment.

  • Project management support, with emphasis on requirements, testing, deployment, and support of systems.

  • The ability to work periodic support after hours and on weekends to test and certify code deployment and the ability to provide off hour support, including overnight, for product code deployments and emergency issues.

Even better if you have:

  • A degree in in Computer Science, Information Systems or other related technical disciplines.

  • Two year or more experience in a call center process and system environment.

  • Experience in Software Development Lifecycle (SDLC) Project Management

  • Formal training in relevant topics

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.

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