HIVR Service Delivery Specialist

When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

The Professional Services Consultant Hosted IVR Service Delivery Specialist represents the mid-level of project delivery engineers. They support and manage multiple projects within the Verizon Business Group customer base. The PS Consultant specializing in HIVR Service Delivery engages at the principal technology level of the Verizon customer when solutions to identified business needs have been met through a custom design. You are responsible for development and deployment of Hosted IVR solutions and provisioning IVR instances in the Verizon Hosted IVR Service Creation Environment. You validate and test output prior to handoff to the Verizon customer for test and acceptance. You deploy all IVR components to test and production environments. The Consultant HIVR SDS is responsible for establishing the IVR service so that it meets the documented requirements.

Engagements typically reflect rapid development, integration and implementation of solution design recommendations. You collaborate with the clients’ technical staff to ensure alignment and congruency between the client’s infrastructure and proposed custom solution in order to effect a seamless integration and implementation of technologies. When directed by a Senior Manager, PS Principal or Senior Consultant, the HIVR SDS will manage and take ownership of complex technical customer projects in such a way that each project is accomplished to the satisfaction of the customer; on schedule, quality assured and within budget. You will ensure all flow-down requirements are managed to overall project scope, including those occasions that may involve Third Party Vendors (TPV) and internal suppliers. You will rely on technical experience and understanding to ensure project milestones are achievable and aligned to solution end-state. You will ensure that customer projects are planned, coordinated and communicated in a professional manner, keeping customer stakeholders regularly informed of progress, and ensuring that all stakeholder expectations are managed and customer committed dates are consistently met.

• Implements Hosted Integrated Voice Response services.
• Consults with Verizon customers and support teams.
• Assists with procurement of professional audio.
• Designs IVR solutions that integrate with other network services such as advanced routing features, vendor cloud platforms, and data resources external to the IVR platforms.
• Understands the boundaries of HIVR capabilities and how HIVR integrates with other resources.
• Alerts supervisor and other team members of critical platform-wide issues that have impact on multiple services and customers.
• Develops and maintains effective working relationships at the peer level of a Verizon customer’s technical resources.
• Supports projects with clients across all vertical markets.
• Solves client business problems through integration and implementation of custom solution designs that are Verizon product and service agnostic.
• Reviews customer-provided documentation and design diagrams in order to interpret the customer’s requirements that will formulate the Verizon solution design.
• Contributes to the development of Verizon project design documentation and output.
• Strives to maintain and grow expertise in all related technologies.

What we’re looking for...

You will need to have:

• Associate degree or two or more years of work experience.
• Three or more years of relevant work experience.
• Experience with Interactive Voice Response system.
• Proficient with Google Workspace, Gmail, Windows, MS Office, MS Word, & MS Excel. MS PowerPoint, MS Visio and MS Project.
• Basic knowledge of telecommunications, IVR, VoIP, XML, database design.
• Experience with Verizon’s proprietary IVR Service Creation Environment as well as other proprietary utilities used to analyze, evaluate, and troubleshoot customer reported issues.
• Department procedures are governed by ISO 9001-2015 certification.
• Willingness to travel.

Even better if you have:

• Five or more years of experience in related technology field.
• Programming experience.
• Ability to evaluate and analyze existing IVR application documentation in order to implement customer requested changes to pre-existing IVR services.
• Customer service or help desk experience.
• ISO or ITIL certifications.
• Vendor platform certifications.

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.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).