Senior Call Routing Engineer

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.

What you'll be doing...

As a Senior Call Routing Engineer, you'll help lead the strategy for the Call Routing and Interactive Voice Response (IVR) experience and manage reporting and Data Visualization within Verizon's Virtual-to-Business (V2B) Inside Sales teams. This highly impactful role demands significant expertise, the ability to manage multiple complex projects, meet critical deadlines, prioritize efficiency, and relentlessly focus on improving the customer experience.

Supported VBG Workgroups:

• Blended: This team handles a blend of inbound and outbound calls.

• Digital Chat: This team manages customer interactions via digital chat.

• Vendors (PSO): Our vendors manage diverse call volumes including: blended, digital chat, and outbound calling.

• Base Management Team: This team makes proactive outbound calls to Verizon's small business customers.

Key Responsibilities:

• Reporting & Data Visualization

  • Manage Group Reporting: Own all data analytics and reporting for the Operations team, turning messy data into clear, easy-to-read business insights.

  • Build Dashboards: Design and maintain self-service tools and dashboards-ideally using Tableau-to help leadership track performance at a glance.

  • Hands-on Data Work: Use SQL (SSMS or Teradata) to pull, clean, and organize data, ensuring all reports are accurate and up to date.

• IVR & Call Routing Management

  • Optimize Call Flows: Use Cisco ICM to manage and improve call routing and IVR strategies. Your goal is to make sure customers get to the right place quickly while reducing transfers.

  • Support Contact Center Technologies: Work with systems like CTI, Google Contact Center AI (CCAI), and Outbound Dialers to keep the operation running efficiently.

  • Technical Design: Look at current call flows to find areas for improvement. You'll take business needs and turn them into simple, effective technical routing designs.

• Business Support & Strategy

  • Drive Improvements: Use your data findings to suggest changes to the IVR or routing that will save costs or help generate more revenue.

  • Measure Success: Create simple business cases that show how your technical changes are helping the bottom line and improving the customer experience.

What we're looking for...

You're a strategic thinker with a passion for optimizing customer interactions and driving business results. You're adept at data analysis and modeling, and a highly organized and detail-oriented multitasker, able to deliver precise and accurate results even under tight deadlines. You have strong technical skillset in Cisco ICM/UCCE, Data Visualization, SQL, Visual Basic for Applications (VBA), practical scripting experience in real-world environments, a solid grasp of contact center operations.

You'll need to have:

• Experience with IVR, Cisco UCCE, or Google CCAI platforms.

• Experience with Cisco ICM Scripting or Python

• Experience with Visual Basic for Applications (VBA) and Macros

• Experience with SQL Reporting and Data Visualization such as Tableau, Power BI, etc.

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

• Six or more years of relevant experience demonstrated through work, military experience, or specialized training.

Even better if you have one or more of the following:

• Proven experience leveraging Call Center metrics (e.g., Average Handle Times (AHT), Service Levels (SL), Abandonment Rate (ABA), and Transfer Rates) to optimize IVR design and call routing strategies for improved customer experience and operational efficiency.

• Demonstrated ability in strategic decision-making and complex problem-solving.

• Proficiency with data analysis tools such as Google Cloud Platform (GCP), ThoughtSpot, SQL Server Management Studio (SSMS), Teradata, etc.

• Demonstrated ability to make independent, data-driven decisions in alignment with company policies, practices, and project requirements.

• Experience identifying, creating, and presenting compelling business cases, leveraging innovative research and operational approaches.

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.

Please note this is a hybrid role with part of the week on site

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.