verizon Hiring for Engr II-Software Development at Chennai, India Full Time

When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing…

Omni Voice handles all projects related to Voice Technology in Verizon Consumer Group. The team handles the IVR (Interactive Voice Recognition) Voice Application Development in Google Dialog Flow Platform along with AEP Platform. The team also handles the Voice Tools Management, Voice Applications in Contact Center, Voice Biometrics & Fraud Management and also Voice Bot Development in Alexa, Google Dialog Flow. All these applications uses Microservices framework for orchestration & technology management.

Verizon Mobile/Wireless IVR – Handles 4.5 million calls a day with 85% self-serve rate. Verizon Wireless IT’s IVR is an enterprise-wide solution that supports multiple business segments 24X7 and is the front door for service calls catering to both English and Spanish speaking customer base.

Team is looking for a Business Analyst to be part of Omni Voice Agile/POD team to contribute & lead the grooming, design & developing call flows for Inbound Applications. The candidate would primarily be working on inbound applications with Conversational Experience. This is one of the critical revenue streams for Verizon to enable the roadmap of Conversational Commerce, and being a high volume application, performance & scalability in this case is of paramount importance.

Responsibilities…

• Knowledge on the Business requirements and convert the same to IVR Technical & configuration specifications

• Create Visio/Mirro flows for IVR flows

• Create Conversational Experiences in the flow design

• Create Business requirement document

• Defining IVR Nuance Grammars & Tuning; Nuance/Google CCAI Speech Tuning

• Support Development team in terms of creating Technical specification requirement

• Defining reporting and alerting requirements

• Communicate key insights and findings to product team

• Constantly be on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer

• Help design, document and maintain system processes

• Act independently, at the same time display excellent collaboration within and between various teams

• Keep up to date on the latest industry trends in the voice technologies & CX experiences

• Build prototypes at tech scoping stage of projects.

What we’re looking for…

You’ll need to have:

• Bachelor’s degree or one or more years of work experience.

• One or more years of Business Analyst experience.

• One or more years of Business Analyst experience in handling IVR projects.

• One or more years of experience in designing conversation IVR. E.g. Google dialog flow.

• Experience in designing IVR-Multi Modal integration flows.

• Experience handling multiple systems to deliver business objectives.

• Strong written and verbal communication skills including technical writing skills.

• Data analysis skills.

• Agile/Project management experience.

  Even better if you have:

• Four or moreyears of Business Analyst experience.

• Two or more years of Business Analyst experience in handling IVR projects.

• Proficient in creating and executing database queries; Kibana Analysis/Visualizations, Tableau Reporting.

• Excel skills.

• Awareness on Call center technology.

• Knowledge in UNIX / SQL.

  REQNUMBER: 577303-1B