Software Engineer Consultant- III

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.

As a Engr III Cslt within the Verizon Consumer Group (VCG) CXP Ops organization, you will be a pivotal individual responsible for driving innovations and efficiencies in the CXP Tier 2 Operations area. Your expertise in process improvement, stakeholder management, and understanding of the order management lifecycle will be instrumental in re-imagining and optimizing our customer experience from order submission to billing. This role demands a visionary operations professional who can identify opportunities for improvement and collaborate effectively to implement solutions that ensure a best-in-class experience for our front-line employees and customers. You will champion operational best practices, influence stakeholders, and provide expert consultation to enhance order flow-through, streamline ticket triaging, and proactively address fallout patterns, effectively communicating the vision jointly set with the Leadership team.

• Analyzing and identifying opportunities for robust, scalable operational improvements, collaborating with technical teams on leveraging technologies like AIOps and AIML to predict, prevent, and resolve issues within the order lifecycle, thereby ensuring optimal flow-through from submission to fulfillment, activation, and billing.
• Defining business requirements and oversee process enhancements for efficient order processing, fallout correction, and automation initiatives, working closely with development teams.
• Conceptualizing and providing requirements for intuitive user interfaces and dashboards for Tier 2 operations, ensuring they provide actionable insights and facilitate efficient ticket management and order tracking.
• Collaborating with IT to ensure optimal data integrity, accessibility, and utilization within order management systems, focusing on performance and scalability from a business operations perspective.
• Driving the strategy for process automation to enhance monitoring, streamline ticket triaging, and reduce manual intervention in Tier 2 operations, partnering with technical teams for implementation.
• Identifying and championing use cases for intelligent automation and predictive analysis of order fallouts, and contribute to the optimization of operational workflows by working with data science and analytics teams.
• Championing the adoption and effective utilization of advanced tools and automation solutions to significantly improve the efficiency and accuracy of field and Tier 2 operations.
• Defining and advise on SLAs for L1 ticket triaging from an operational standpoint, designing processes to ensure no backlogs for critical applications.
• Acting as a subject matter expert on VCG CXP operations processes and Tier 2 needs, providing guidance and mentorship to project teams on operational excellence and best practices.
• Coaching and inculcating a strong process improvement and innovation mindset within project teams, fostering customer obsession and the delivery of high-quality operational enhancements.
• Influencing and effectively communicating the operational vision and strategy, aligning with the goals set by VCG Leadership.
  
  

Where you'll be working...

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

You'll Need To Have

• Bachelor’s degree or four or more years of work experience.
• Four or more years of relevant work experience in operations, process improvement, or project management, preferably within a telecommunications or technology environment.
• Experience in leading teams and people management.
• Deep knowledge of all the major flows in the consumer business, particularly order management and fulfillment processes.
• Experience in identifying requirements for and supporting the implementation of automation tools for field operations and Tier 2 operations teams.
• Demonstrated experience in partnering with Business and IT teams at multiple levels to drive alignment and delivery of complex problem resolutions and process improvements.
• Familiarity with Robotic Process Automation (RPA) concepts and their application in business operations.
• Familiarity with Tools and applications like Database systems like Oracle, Cassandra, SQL, Kibana and other data analysis tools.
  
  

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

• Strong presentation skills to communicate complex concepts effectively to diverse audiences.
• Ability to meet timelines, manage multiple projects simultaneously, and work effectively in a fast-paced, dynamic, customer and team-oriented work environment.
• Experience leading team members, including coaching and mentoring.
• Strong understanding of ITIL processes and L2 operations support dynamics.
• Experience overseeing or coordinating projects involving RPA or other automation solutions.
• Industry recognition, publications, or participation in professional bodies focused on operational excellence, customer experience, or process improvement.
• Prior Telecom domain experience.
  
  

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.

Where you’ll be working

In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.

Scheduled Weekly Hours

40

Equal Employment Opportunity

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.