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Care Platform Lead

Expired Job

Verizon Communications Denver , CO 80208

Posted 2 months ago

What you'll be doing...

Our role as Platform Product owner requires you to become well versed in the architecture of ourplatform and ecosystem. You will become the SME in not only our universe but how our platform connects to external systems including 3rd party systems. As our Platform lead, you are trusted to partner with the Operations and Care lead to set the direction for the care tools that are part of the overallplatform. The direction and inputs of our Care Platforms product owner develops the roadmap and requirements for all Care platforms including our customer service tool, chat inputs, social tools, and AI/automation work streams.

  • Ensure that care tools are working optimally by defining care KPIs and performance benchmarks. In addition, measure and set prioritization around AI automation.

  • Build and continuously improve the technical library for platforms. This includes documentation and technical requirements grooming. Documentation will be leveraged by the training team to produce assets for ongoing training of vendor care team.

  • You will development a comprehensive understanding of the full technical architecture for Visible (Salesforce, Nuance, ASAPP, VISIBLE SAP, Sprinlkr, APIGEE, Braintree, as well as legacy VZW systems such as MTAS, MARS, ETNI, VZ SAP, Infomanager & CIM) and become our Subject Matter Expert

What we're looking for...

  • Bachelor's degree (preferably Computer Science) or equivalent work experience

  • Scrum certification preferred

  • Previous experience working with Salesforce, Nuance and our other tools preferred

  • Previous experience working as a Product Owner and the product life cycle essential

  • Have a solid grasp of SCRUM and understand how to utilize JIRA, and be able to perform Scrum ceremonies if required

  • Exceptional relationship building skills required

  • Exceptional verbal and written communication skills

  • Well versed with all MS Office tools

  • Strong reporting and dashboarding skills required

  • Previous experience supporting a Care operation preferred

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,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.

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Care Platform Lead

Expired Job

Verizon Communications