Senior Engineering Consultant- Systems Analysis

When you join Verizon

You want more out of a career. A place to share your ideas freely — even if theyre 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.

At our core, we are dedicated to enriching lives by bridging the gap between individuals and premium wireless experiences that not only meet but exceed expectations in value and quality. We believe that everyone deserves access to seamless, reliable, and affordable wireless solutions that enhance their day-to-day lives, connecting them to what matters most. By joining our team, youll play a pivotal role in this mission, working towards delivering innovative, customer-focused solutions that open up a world of possibilities. Were not just in the business of technology; were in the business of connecting people, empowering them to explore, share, and engage with the world around them in ways they never thought possible.

Building on our commitment to connect people with quality experiences that offer the best value in wireless, lets delve deeper into how we strategically position our diverse portfolio to cater to a broad spectrum of needs and preferences. Our portfolio, comprising 11 distinct brands, is meticulously organized into five families, each designed to address specific market segments and distribution channels to maximize reach and impact.

• Total Wireless & Verizon Prepaid: At the forefront, we have Total Wireless and Verizon Prepaid, our flagship brands available at Verizon-owned stores. Verizon Prepaid continues to maintain a robust and loyal consumer base, while Total Wireless is on a rapid ascent, capturing the hearts of more customers with its compelling offerings.

• Straight Talk, TracFone, and Walmart Family Mobile: Straight Talk, Tracfone, and Walmart Family Mobile stand as giants in our brand portfolio, boasting significant presence in Walmart. Their extensive reach and solidified position in the market underscore our commitment to accessible, high-quality wireless solutions across diverse retail environments.

• Visible: Visible, as a standalone brand family, caters to the digitally-savvy, single-line customers who prefer streamlined, online-first interactions. This brand is a testament to our adaptability, embracing the digital evolution of customer engagement.

• Simple Mobile: Carving out a niche of its own, Simple Mobile shines as the premier choice among authorized resellers. Its consistent recognition as the most carried brand in Wave7 Researchs prepaid dealer survey for 36 consecutive quarters speaks volumes about its popularity and reliability.

• SafeLink: SafeLink remains dedicated to serving customers through government subsidies. With a strategic pivot towards Lifeline in the absence of ACP, SafeLink continues to fulfill its mission of providing essential communication services to those in need.

Join the team that connects people with quality experiences that give them the best value in wireless.

What youll be doing...

Responsibilities:

• Being responsible for the call routing and IVR strategy, maximizing efficiency and minimizing misdirected calls and transfers while revenue and customer experience.

• Sourcing, learning and determining the best way to route calls to the correct queue, ensuring the efficiency, customer experience, efficacy and revenue is delivered according to business outcomes.

• Building business cases and vet data provided to ensure accurate quantifiable revenue generation benefits or cost savings.

• Creatung and defining the IVR experience from beginning to end for multiple partners and work groups enterprise wide ensuring close collaboration with workforce planning teams.

• Analyzing, updating, and improving existing call routing flows and building the strategy for changes, communicating closely with multiple teams to ensure the vision is executed.

• Leading projects from ideation to completion in the respective area of expertise.

In this role, youll have a defined work location that includes work from home and assigned office days (in-office days are Tuesday, Wednesday, and Thursday).

What were looking for...

You enjoy digging into the numbers and understanding the financials. Youre an excellent multitasker yet can still ensure that everything is buttoned up and accurate—even under tight timelines. Youre great at translating technical jargon into everyday terms. Youre flexible and nimble with changing customer priorities and goals.

Youll need to have:

• Bachelors degree or four or more years of work experience.

• Four or more years of relevant work experience.

• Technical or project management experience.

• IVR/Call routing Experience. 

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

• Engineering, Planning, and/or Operations knowledge, especially with AVAYA.

• Experience with Call Center Stats as well as expense and/or capital projects.

• Excellent verbal and written skills for inter-organizational communications.

• Strong organization skills and demonstrated ability to manage multiple, often conflicting priorities to successful completion.

• Experience making independent decisions based on policies, practices and project requirement.

• Business Cases: identifying, creating and employing innovative research and operational approaches.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you dont meet every “even better” qualification listed above.

Where youll be working

In this hybrid role, youll have a defined work location that includes work from home and a minimum eight assigned office days per month that will be set by your manager. Scheduled Weekly Hours40 Equal Employment Opportunity 

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

Benefits and Compensation

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, stock incentive programs, up to 8 company paid holidays per year and up to 6 personal days per year, parental leave, adoption assistance and tuition assistance, plus other incentives, weve 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.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours. The annual salary range for the location(s) listed on this job requisition based on a full-time schedule is: $101,000.00 - $194,000.00. The annual salary range for the Colorado location(s) listed on this job requisition based on a full-time schedule is: $111,500.00 - $194,000.00. The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $111,500.00 - $194,000.00. The annual salary range for the New York location(s) listed on this job requisition based on a full-time schedule is: $111,500.00 - $194,000.00.