When you join Verizon
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...
Our customers rely on us for the best network and customer experience. As Principal Systems Analyst you will be responsible for helping to grow and optimise our multimodal Artificial Intelligence Automation experiences through our Digital Assistant ChatBot/Voice Bot for the Global Roaming and New Revenue Generation Organisation. 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 Artificial Intelligence/Machine Learning driven insights and leading technologies.
- Communicating strategies and business objectives, as well as project plans and expected outcomes, to employees and stakeholders, and providing regular progress updates to leadership, appropriately escalating issues when necessary.
- Leveraging your thorough knowledge of business rules in customer scenarios (both standard and exceptions) to guide the development of customer experiences aligned with the Bot vision and strategy.
- Optimising flows, serving as the single point of contact (POC) for new Bot experiences, enhancements, and issue resolution.
- Collaborating with project managers, marketing, Digital Operations (app/vzw.com), and platform / AI solution vendors to create and execute personalisation solutions.
- Prioritising project activities and coordinating resources to achieve goals.
- Leading cross-functional teams and managing the execution of detailed project plans, ensuring all stakeholders are engaged and deliverables are completed on time and on budget, applying problem-solving skills when necessary to address risks.
- Participating in and contributing to group dialogue and activities, applying active listening, and articulating user, business, and/or technical reasoning for detailed design decisions in critiques or presentations.
