Contact Center Principal Consultant

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 Consulting Services Engagement Executive (CSEE), you'll be performing complex service delivery and overarching program coordination for our Webex Calling Solution and its associated workstreams. In this leadership role, you will provide program-level coordination for the delivery of all services provided by the organization and our third-party professional services vendors, ensuring a predictable, consistent, and high-quality experience that follows industry best practices. You will lead a team of individual project managers, such as Consulting Services Project Managers (CSPMs), who will report directly to you.

Your day-to-day will involve leading and mentoring Project Leaders to ensure successful project delivery while strictly adhering to our Professional Services Delivery Model and client-specific processes. You will review the program holistically to drive project and program improvements, developing strategies and solutions that lead to client service excellence. From managing complex, large-scale user migrations across multiple global regions to overseeing the implementation of advanced communication infrastructures like Direct Routing and Session Border Controllers (SBCs), you will ensure zero negative end-user impact and flawless execution across all workstreams.

• Managing all aspects of program delivery using a structured Professional Services Delivery Model, including contact center application deployment and release cycles.

• Managing complex, large-scale user migrations across multiple global geographic regions and time zones.

• Assisting and providing backup coverage for the Engagement Executive Manager across a multi-program environment.

• Overseeing the implementation of advanced communication infrastructures, including Direct Routing, Operator Connect, Session Border Controllers (SBCs), SBCaaS, and regional E911 solutions.

• Managing custom development efforts through the entire lifecycle (Discovery, Design, Develop, SIT, UAT/QA, Staging, Go Live, and Burn-in) for Intelligent Routing (IR) and Interactive Voice Response (IVR) platforms.

• Directing Voice Security initiatives (VoIP Inbound Anti-fraud and Authentication and media forking) and driving contact center infrastructure build-outs.

• Implementing proactive Change, Scope, and Schedule Management processes to minimize business risk, resolve conflicts, and integrate major milestones and dependencies.

• Executing comprehensive Risk, Issue, and Quality Management by evaluating quality parameters, performing quantitative and qualitative analysis, and establishing ongoing monitoring controls.

• Developing intelligent resource management, staffing forecast tools, and procurement strategies to prevent skill shortages and inter-project conflicts.

• Implementing a structured communication strategy to deliver executive status reports, comprehensive financial data, and performance reporting.

• Delivering key administrative components, such as stakeholder contact lists, resource gap analyses, risk/issue/escalation logs, and High-Level Program Milestone and Dependency Schedules.

What we're looking for...

• Expert-level client relationship management, negotiation, and conflict resolution skills.

• In-depth understanding of program and project management principles and project lifecycle methodology.

• Experience leading diverse consulting engagements or complex customer transformations involving third-party vendors, internal personnel, and customer resources.

• Technical familiarity with solutions and platforms such as MS Teams, WebEx, AudioCodes, Empirix/Hammer, Pindrop, and SecureLogix.

• Excellent interpersonal, verbal, listening, and written communication skills.

• A self-motivated, self-starter mentality capable of developing resolutions independently.

• Ability to work well in a fast-paced, demanding environment with strong time-management and organizational skills.

You'll need to have:

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

• Six or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.

• Program management or Lead Project Manager experience in the Contact Center Services area, encompassing Genesys, VoIP/SIP, telephony, and networking projects.

• Project Management Professional (PMP) certification, or the ability to acquire it within 12 months of taking the role.

• Experience in some or all of the following technologies: Genesys, Aspect, NICE, and IVR (including CPE, IVR, WFM, QM).

• Willingness to travel up to approximately 25%.

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

• Program Management Professional (PgMP) certification.

• Agile Certified Practitioner (PMI-ACP) certification or Agile/SCRUM Master training.

• ITIL v3 Foundations Certification.

• Cloud Computing Professional (CCP) training.

• Smartsheet Product Certification and advanced capabilities in developing custom tracking tools.

• Proficiency in Python programming for automation and business intelligence.

• Experience with Visual Basic for Applications (VBA) for custom tool and financial reporting development.

• Expert-level vendor management skills, specifically including contract agreements, service level agreements, and performance measurements.

• Experience using G Suite, Microsoft applications, web conferencing, and collaboration tools such as Webex, Slack, and Smartsheet.

• Experience with Clarity and nSAP.

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.

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.