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System Consultant - System Analysis and Program - Morristown, NJ #7496819

Company: Verizon Communications

Date: 07/01/2020

City: Morristown, NJ

Employment type: Full-time

What you'll be doing...


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 Digital Assistant ChatBot / Voice Bot. 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 responsible for developing the content and end-to-end design efforts of ChatBot / VoiceBotexperience intents (digital conversations). Working with UI and UX design teams as well as an AI development team, you will be responsible for gathering the appropriate user scenarios (customer types, scenarios, system actions, etc.) based on the requested conversation overview from internal and external stakeholders and creating an end-to-end customer journey. You will build out wireframes, storyboards and present proposed design solutions technology. . You will be responsible for production support of our Digital Assistant ChatBot / VoiceBot including real-time performance monitoring, regular end-to-end testing of the experience, as well as user acceptance testing for the launch of new flows and enhancements to existing flows. You will work with our partners within the Omni-channel Customer Experience and Digital Operations organization In addition, while being responsible for 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


Your ability to communicate across all channels is an integral step towards the collaboration necessary in managing these projects.



  • Ensure the best customer experiences as users interact with AI on various platforms


  • Develop basic flows (FAQs, etc) including content and layout


  • Grammar tickets and other small updates (this could be correcting punctuation, spelling error, or spacing issue) in AIM 2.0


  • Participate in design and building sessions: gathering requirements


  • Gather end-user testing data: utilizing tools replicating scenarios


  • Analyze end-user test case requirements (Jira/MIRO)


  • 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


  • Assess customer input vs. bot response to identify and address gaps


  • Review findings from analytics team to implement experience, verbiage and content changes.

What we're looking for...


You love to dig into data to find the story and can effectively speak with customers to uncover their business needs. You understand how to integrate data from multiple sources and communicate product-level insights into compelling stories to different stakeholders at all levels.


You'll need to have:



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


  • Four or more years of relevant work experience.


  • Willingness to travel up to 25% of the time.

Even better if you have:



  • Bachelor's degree in Business, Communications, Liberal Arts, Marketing, Information Systems, Statistics, Analytics/Business Intelligence or two or more years of work experience in a related field.


  • Analytics and reporting experience.


  • Technical writing experience.


  • Previous technical project or Chatbot experience.


  • Knowledge and understanding of wireless industry trends and key business drivers.


  • Knowledge of Teradata and Tableau, with the ability to develop reporting architecture.


  • Quality Assurance and testing 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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