Senior Member Technical Staff

Job Description

What you’ll be doing...

Our customers rely on us for the best network and customer experience. This position is responsible for helping to grow and optimize our multi-modal AI Automation experiences through our Digital Assistant ChatBot / Voice Bot that are both customer-facing and agent-facing (ie Agent Assist). As part of the National Customer Service Consumer Group, you will work on identifying the strategic direction, planning, and execution of digitally connected experiences powered by AI/ML driven insights and leading technologies. The work you’ll do every day will help us create simple, customer-centric, digitally oriented customer and employee experiences for our Home and Mobile customers.

You will be responsible for developing the content and end-to-end design efforts of ChatBot/VoiceBot experience intents (digital conversations). Working with UI and UX design teams as well as an AI development team, you will be responsible for gathering the appropriate user scenarios (customer types, scenarios, system actions, etc.) based on the requested conversation overview from internal and external stakeholders and creating an end-to-end customer journey. You will build out wireframes, storyboards and present proposed design solutions. You will work with our partners within the omni-channel Customer Experience and Digital Operations organization, Customer Service Operations, and Global Technology Solutions (GTS) teams to develop new Bot flows and automation solutions while representing Customer Service requirements. In order to create the best experience for all stakeholders, your expertise in the areas of user interface design, mapping the customer journey, knowledge of the business and customer experience will be essential to optimize this important technology. Your ability to communicate across all channels is an integral step towards the collaboration necessary in managing these projects.

• Ensure the best customer experiences as users interact with AI on various platforms.
• Develop complex flow packages (intents that have more than 1 conversation flow within the same topic) including content and layout.
• Oversee develop basic flows (FAQs, etc) including content and layout.
• Leverage existing admin consoles (AIM 2.0) to make edits / updates to existing Bot experiences and partner with GTS and Customer Experience teams to identify and execute on larger flow enhancements.
• Compare active conversations to new persona guidelines and make any recommendations for updates that would align with guidelines and create continuity within the chatbot/ voice bot experiences.
• SME for large topics (higher number of active conversations and larger amount of stakeholder and partners): stay up to date with business rules, attend meetings/calls, and create/recommend updates.
• Groom flows and recommends changes based on advanced knowledge of chatbot/voicebot business rules.
• Partner with outside groups (Legal, IT, vendors) to develop new system actions, widgets, and functionality for the chatbot to create a better customer experience and promote more containment in the bot.
• Lead Developer in AIM 2.0 in order to approve updates to go to testing and production.
• Review and approve/deny any updates for persona to active conversations.

What we’re looking for...

You’ll need to have:

• Bachelor’s degree or four years of work experience in a related field.
• Six or more years of relevant work experience.
• One or more years of program management experience in a technical field.
• Chatbot / VoiceBot User Interface experience development through Google application programming interfaces.
• Experience with user interface conversation flow design – MIRO with User Journey Mapping.
• Experience with front end development languages – HTML, CSS, APIs and Javascript.
• User Interface & User ExperienceI and/or human factors design experience.
• Experience working with Agile Methodology.
• Experience with JIRA or other ticketing systems.
• Willingness to travel 25% or less of the time.

Even better if you have:

• A degree.
• Ability to understand and apply patterns to create a consistent user experience.
• Proven skills in leadership and with direct and indirect influence of stakeholders.
• Ability to effectively communicate technical information both written and verbally.
• Bilingual in Spanish language (written and verbal).
• Knowledge and understanding of wireless industry trends and key business drivers.
• Experience with Adobe XD, Sketch or other design software.
• Experience developing executive-level presentations and visualizations (Google & Microsoft Applications).
• Experience working on cross-channel projects and tailoring experiences for individual customer segments.
• Previous technical project or Chatbot/ VoiceBot experience.
• Copywriting or Journalism experience.

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.

Diversity and Inclusion at Verizon

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.

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. Different makes us better.