What you'll be doing...
*****This role is for the Insight and Optimization Team*****
Our customers rely on us for the best network and customer experience. This position is responsible for helping to grow and optimize our multi-modal AI Automation experiences through our IVR, website, app, Digital Assistant ChatBot / Voice Bot and SoI experiences. As part of the National Customer Service Consumer Group, you will work on identifying the strategic direction, planning, and execution of digitally connected experiences powered by AI/ML driven insights and leading technologies. The work you'll do every day will help us create simple, customer-centric, digitally oriented customer and employee experiences for our Home and Mobile customers.
You will be an integral part of a team that monitors the pulse of the Digital Assistant, including monitoring, reporting, analyzing and communicating the bot's performance. You will work with our Analytics partners (Digital, Customer Service, Cross-Channel) providing requirements and partnering to develop all necessary reporting, dashboards / tools to derive insights, and analytics. Your goal is to ensure data/performance reporting is accurate, understand and communicate performance and trends, and complete analyses to determine root cause(s) behind performance. In order to create the best experience for all stakeholders, your expertise in the areas of data processing, formatting, analytics, and NLP will be essential to optimize this important technology. You will work with our partners within the omni-channel Customer Experience, Digital Operations organization, Customer Service Operations, and Global Technology Solutions teams. Your ability to communicate effectively across all functions is an integral step towards the collaboration necessary in managing these projects. Based on findings through reporting and analytics trends, you will provide both ongoing monitoring / review / testing of experiences as well as insights on root causes & optimization recommendations to the appropriate teams via daily operations touch point meetings that review and prioritize the necessary fixes/enhancements.
Partner with internal teams to build reporting structures in SQL and Tableau and/or Adobe Analytics & Adobe Data Workbench.
Ensure the best customer experiences as users interact with AI on various platforms by identifying root causes associated with fallout and working with a cross-functional team to resolve.
Assess customer input vs. bot response to identify and address gaps (reviewing transcripts, listening to calls, and leveraging speech/text analytics tools).
Review findings from the analytics team to implement experience, verbiage and content changes.
Dissect thumbs up/thumbs down trends and feedback provided through verbatim to drive program and experience enhancements.
Develop process or strategy changes to improve the customer experience.
Identify content gaps and make recommendations for enhancements to customer facing content.
Support manager on forecasts, presentations, National Command Center real-time reporting integration and other projects.
Initiate, facilitate and attend executive level meetings with stakeholders at all levels of the organization both internal and external, communicating and negotiating needs, resources and strategy including Governance board meetings with Director-level audience .
What we're looking for...
You're highly analytical and you turn complex information into easily understood insights and have a passion for partnering with others to turn those insights into action. You are the one who can look at a process and see how it can be made more efficient and automated. You're no stranger to a fast-paced environment and can adapt to changing priorities with ease. Skilled at developing and nurturing strong business relationships, you are able to persuade and motivate others to achieve optimal outcomes that are mutually beneficial. You've got exceptional critical thinking skills and like solving problems. You are flexible, dependable and work well on a team.
You'll need to have:
Bachelor's degree or four or more years of relevant work experience.
Six or more of relevant work experience.
Experience extracting data from data sources such as Hadoop and enterprise data warehouses.
Experience with Data Science and leveraging AI/ machine learning expertise to build and optimize conversational experiences.
One or more years working with Enhanced Adobe Analytics, Site catalyst, Adobe Data Workbench, including working with internal partners on tagging requirements.
Even better if you have:
Experience investigating and solving complex technical problems and data discrepancies.
Experience with SQL, VBA/Excel, sentiment and AI analytics tools, Teradata and Tableau with the ability to develop reporting architecture.
Bachelor's degree in Business, Communications, Liberal Arts, Marketing, Information Systems, Computer Science, Statistics, Analytics/Business Intelligence or two or more years of work experience in a related field.
Knowledge and understanding of wireless industry trends and key business drivers.
Experience with any Artificial Intelligence development tool such as AIM2.0, Dialog flow, IBM Watson, RASA Stack, development or analytics and optimization and/or ChatterBot.
Experience developing executive-level presentations and visualizations (Google & Microsoft Applications).
Customer Service (Digital or Contact Center) experience with knowledge of improved processes and organizational efficiency. Ideally, with a focus on customer experience .
When you join Verizon...
You'll have the power to go beyond - doing the work that's transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you'll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we'll go far.
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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