Senior Contact Center Engineer Consultant

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 #VTeamLife.

As a Verizon Contact Center Services (CCS) Sr. Consultant, focusing on the Virtual Contact Center (VCC) product, you'll be working within our Verizon Consulting Services practice as a customer-facing resource to manage enterprise-wide Contact Center solutions. The Consulting Services team implements and maintains both Verizon hosted and CPE solutions which contribute millions in Verizon revenue. The NICE-based cloud contact center platform, and custom IVR and voice solutions, are critical to our customers so our focus is to consult with both quality and a sense of urgency in mind. You will be led by a program management and project management team which follows the Verizon Professional Services Project Methodology which uses a standard set of processes and procedures to provide a structured, consistent approach to planning, organizing, and controlling Verizon PS activities. The CCS VCC Sr. Consultant provides application engineering professional services, specifically in the contact center domain. In this role, you must be able to meet with clients, perform design sessions, synthesize business requirements, and transfer gathered requirements to an enterprise design leveraging best practices. You will perform all aspects of the configuration of call flows, integrations, and Studio scripting, perform a testing lifecycle (including unit, system integration, QA, and user testing), and work with customers to rollout final solutions into production.

What we are looking for:

In this role, you are responsible for:

• Planning, design, implementation, and technical ownership of Virtual Contact Center (VCC) solutions.

• Developing custom integrations to backend systems such as web services, databases, and reporting infrastructures.

• Interfacing with customer technical staff during all phases of project implementation, including requirements gathering, design, and development.

• Serving as a design and development Sr. Consultant with other team members.

• Providing guidance for business decisions from a technical perspective on performance, scalability, and security.

• Leveraging Python development to support automation, efficiency, and system support tasks.

• Providing regular project status updates for internal and external stakeholders, including comprehensive financial management data.

• Planning and executing complex Call Center technology project lifecycle implementations.

• Interfacing with Management, PMO program stakeholders, and customer representatives.

• Being accountable for delivering projects on time, within budget, and with high quality.

• Applying subject matter expertise on contact center technologies, specifically NICE CXone, to design and deliver custom solutions.

• Handling complex problems and developing resolutions independently.

• Leading cross-functional, high-performance virtual teams.

• Communicating with customers with clarity, kindness, patience, and focus.

• Actively managing customer expectations and escalating issues that require executive attention.

You'll need to have:

• Bachelor's degree or four or more years of work experience.

• Four or more years of relevant work experience.

• Expertise in NICE CXone contact center services and Studio scripting.

• Expertise in integration of CCS platforms to external platforms (ex. CRM, bot, and third-party APIs).

• Expertise in omnichannel delivery, including voice, email, and chat.

• Experience in programming languages such as Python, JavaScript/Node, or Java.

• Knowledge of SaaS-based platforms and cloud systems.

• Integration consultant or configuration experience in the Contact Center Services area.

• Experience as a configuration specialist or Software Engineer in NICE technologies.

• Certifications for senior engineer NICE delivery.

• Fluent in Spanish.

• Willingness to travel up to approximately 25%.

Even better if you have:

• Degree in Cloud & Systems Administration, Computer Science, or Software Engineering.

• Ability to interpret business requirements, identify risks, and design appropriate architectures.

• Strong client interaction skills and ability to interface with technical staff regarding all phases of project implementation.

• Ability to self-manage in a fast-paced environment and maintain documentation via version control.

• Strong oral/written communications skills to both technical and non-technical audiences.

• Experience in Verizon professional services intake, presales, scoping and quoting systems.

• Bachelor's degree in a business or technology field or at least eight years of relevant work experience.

• Relevant IT certifications such as:

  • ITIL v4 Foundation

  • CompTIA (Network+, Security+, Cloud+, Project+)

  • AWS Cloud Practitioner

• Excellent client relationship management, negotiation, and conflict resolution skills.

• Excellent written and verbal communication skills.

• Strong project governance and QA/Testing strategy skills.

• Proven ability in call flow/scripting of complex call center environments.

• Ability to perform with a strong sense of urgency in a fast-paced, demanding environment.

• Experience using G Suite, Microsoft applications, and collaboration tools.

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.

Why Verizon?

Verizon is committed to maintaining a Total Rewards package which is competitive, valued by our employees, and differentiates us as an Employer of Choice.

• We are a 'pay for performance' company and your contribution is rewarded through competitive salaries and performance-based incentives. We create an opportunity for us all to share in the success of Verizon and the value we help to create through this broad-based discretionary equity award program.

• Your benefits are market competitive and delivered by some of the best providers.

• You are provided with a full spectrum of health and wellbeing resources, including a first in-class Employee Assistance Program, to empower you to make positive health decisions.

• We offer generous paid time off benefits to help you manage your work life balance and opportunities for flexible working arrangements*.

• Verizon provides training and development for all levels, to help you enhance your skills and develop your career, from funding towards education assistance, award-winning training, online development tools and access to industry research.

• You will be able to take part in volunteering opportunities as part of our environmental, community and sustainability commitment.

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status, disability or other legally protected characteristics.

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan, up to 8 company paid holidays per year and up to 6 personal days per year, paid parental leave, adoption assistance and tuition assistance, plus other incentives, we've got you covered with our award-winning total rewards package. Depending on the role, employees have the opportunity to receive compensation in the form of premium pay such as overtime, shift differential, holiday pay, allowances, etc. Newly hired employees receive up to 15 days of vacation per year, which grows with additional service. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.