System Consultant
Company: Verizon
Location: El Paso
Posted on: January 14, 2021
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Job Description:
What you'll be doing... Our customers rely on us for the best
network and customer experience. You are responsible for helping to
grow and optimize our multi-modal AI Automation experiences through
our Digital Assistant ChatBot / Voice Bot that are both
customer-facing and agent-facing (i.e. Agent Assist). 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/VoiceBot experience 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. You will work with our partners
within the Omni-channel Customer Experience and Digital Operations
organization, Customer Service Operations, and Global Technology
Solutions (GTS) teams to develop new Bot flows and automation
solutions while representing Customer Service requirements. In
order to create the best experience for all stakeholders, your
expertise in the areas of user interface design, mapping the
customer journey, knowledge of the business and customer experience
will be essential to optimize this important technology. 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 Bot flows (FAQs, etc)
including content and layout.Execute Jira tickets by making small
updates (this could be small content changes, correcting
punctuation, spelling error, or spacing issue) in our admin
console, AIM 2.0.Compare active conversations to new persona
guidelines and make any recommendations for updates that would
align with guidelines and create continuity within the chatbot /
Voice Bot.Act as a subject matter expert for smaller topics (less
conversations in production): stay up to date with business rules,
attend meetings/calls, and create/recommend updates.Use Sketch to
develop wireframes to visually illustrate new functionality for
developers.Use MIRO or other decision-tree design software to
illustrate customer journeys.Design new enhanced customer
experience conversations, end-to-end, in the AIM 2.0
tool.Non-complex updates and edits within AIM 2.0 to improve the
experience.What we're looking for... You'll need to have:Bachelor's
degree or four or more years of work experience.Four or more years
of relevant work experience.Experience with user interface
conversation flow design - User Journey Mapping.User Interface &
User Experience and/or human factors design experience and ability
to understand and apply patterns to create a consistent user
experience.Experience working with Agile Methodology.Willingness to
travel up to 25%.Even better if you have:A degree.Knowledge of
wireless industry trends and key business drivers.Experience with
Adobe XD, Sketch, MIRO or other design software.Experience with
front end development languages - HTML, CSS, APIs and
JavaScript.Experience developing executive-level presentations and
visualizations (Google & Microsoft Applications).Experience with
JIRA or other ticketing systems.Experience working on cross-channel
projects and tailoring experiences for individual customer
segments.PMI Agile Certified Practitioner with approaches on SCRUM,
XP, LEAN, and Kanban.Previous technical project or Chatbot
experience.Technical writing experience.Copywriting or Journalism
experience.Bilingual in Spanish language (written and verbal).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.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. At Verizon,we know
that diversity makes us stronger. We are committed to a
collaborative, inclusive environment that encourages authenticity
and fosters a sense of belonging. We strive for everyone to feel
valued, connected, and empowered to reach their potential and
contribute their best.Check out our diversity and inclusion page to
learn more.
Keywords: Verizon, El Paso , System Consultant, Other , El Paso, Texas
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