Principal Consultant (Ivr) Interactive Voice Response

Verizon Communications Richardson , TX 75080

Posted 6 months ago

What you'll be doing...

As the Network IVR (NIVR) Principal Engineer (PE), you will be part of Verizon's Professional Services (PS) team. The PS team implements and maintains both Verizon hosted and premise solutions which contribute to millions in Verizon revenue. The solutions are critical to our customers (Verizon's Enterprise, Medium Business, and Government) so our focus is to consult with both quality and a sense of urgency in mind. The team is comprised of several professionals with decades of experience, covering multiple technologies, in Contact Center design and delivery. The work can be done from a Verizon office, remotely, and (at times) from a customer location. You will be working within our PS Customer Experience (CX) team to drive implementation of complex hosted solutions and PS revenue.

In this role, you'll be responsible for:

  • Implementing and maintaining Hosted solutions (IVR, Speech, real-time & static data integration and reporting). Will act as a technical designer and developer and is responsible for:

  • Creating/Building and continuously improving Speech Recognition-based IVR (Interactive Voice Response) and host gateway applications

  • This includes Speech Recognition-based and data exchange IVR applications analysis, design, implementation, code review, unit/integration testing, user acceptance test support, deployment and documentation phases of projects following the SDLC process

  • B2B client/server integration utilizing .NET/C#

  • Application layer connectivity testing and troubleshooting

  • Work with and within teams to identify, review and consult on Speech User Interface design. Document and support existing Speech-based and data exchange IVR applications.

  • Provide routine system changes and updates to Speech-based IVR applications.

  • Advanced technical skills and the ability to solve challenging technical issues in a fast paced environment.

  • Higher level understanding of Genesys/Cisco B2B client/server integration, and related VOIP/SIP/CTI standards and technologies.

  • Requirements gathering, low level design, implementation, and remediation of technical architectures deployed by Verizon customers in support of specific business objectives.

  • Review of high level design (HLD) developed as part of the presales activities and developing the low level architecture design (LLD) needed to meet the customer's business requirements within the framework established by the HLD.

  • Design, document, and troubleshoot complex contact center solutions for business customers.

  • Determine customer needs and translate them to technical requirements.

  • Work with UI designers, developers, and testers to complete designs and triage defects.

  • Act as project liaison for platform engineering and support.

  • Create and present designs that are technically feasible, maintainable, and supportable.

  • Understand project scope and solution possibilities by having a thorough understanding of SOW, customer contracts, and change control documents.

  • Foster a teamwork environment for each project by understanding project team member needs/dependencies and promoting team buy-in on design and technical matters.

  • Coordinate hand-off to either Verizon Operations/Managed Services or to Customer Managed Services for lifecycle management for standard Verizon products.

  • Provide escalated technical support for resolution of production outages, root cause analysis and permanent correction.

  • Work in close collaboration with Voice User Interface Designer and Solutions Engineers to understand and implement projects effectively.


What we're looking for...

You'll need to have:

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

  • Ten or more years of relevant work experience.

  • Ten plus years' experience in IVR / speech / application development field in a consultant role or in a fast-paced, high-pressure environment.

  • Skilled software architect and developer with a strong understanding of web service technologies.

  • Proficiency in multiple programming languages, cross-platform architectures, XML, WSDL/SOAP, HTML, web service security, MS SQL Server/Oracle integration, TCP/IP, DNS, network/application layer testing (PING, Traceroute & Telnet), and MS Office.

  • Experienced in Microsoft Visual Studio, .NET 4.0 and higher, C#, ASP.NET, ASP ADO, Web Services (SOAP, REST), Web service security, MS SQL Server/Oracle Integration, TCP/IP, DNS, Windows Services, IIS, SQL, Java Script, AJAX, CSS, JSON, XML, XSD.

  • Experience with Java/J2EE, JSP, JDBC, C, C++, Java Servlets, Apache, Tomcat is a plus.

  • Skilled user of MS Word, MS Excel, MS Visio, and text editors.

  • Familiarity with industry standard source control and issue tracking systems.

  • Strong expertise of back-end (Database, Hosts, Mainframe) integration using Microsoft C#/.NET framework.

  • Experience with Microsoft Entity Framework and Microsoft SQL Server.

  • Relational Database experience.

  • B2B client/server integration utilizing .NET/C#.

  • Application layer connectivity testing and troubleshooting (PING, Traceroute & Telnet) plus familiarity with command line and GUI troubleshooting tools, such as Wireshark.

  • Solution/Design documentation and tool development.

Even better if you have:

  • A Degree in Computer Science/Computer Engineering or related field or relevant work experience.

  • Omni-channel design and/or CX (Customer Experience) consulting.

  • Proven ability to conduct presales assessments

  • Ensure established Software Development Life Cycle (SDLC) standards are being followed.

  • Ability to learn and demonstrate knowledge of the client business/industry as well as knowledge of the company's Professional Services offering.

  • Must be able to review call and system logs to facilitate troubleshooting.

  • Experience with JIRA and/or workflow tools.

  • Experience developing software using one or more of the following technologies: VXML, Speech Recognition, GRXML (Grammar development) is a strong plus.

  • Understanding of, or experience with, TN3270, UDP, Java/J2EE/JNI, Apache, and WebLogic.

  • Experience in software architecture design and implementation of enterprise-scale applications, including back-end server, mid-tier, and UI software/tools.

  • Familiarity with Verizon Hosted IVR/Speech platform (NGSN and IPIVR) preferred (not required).

  • Willingness to travel up to 25%.

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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Principal Consultant (Ivr) Interactive Voice Response

Verizon Communications