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What you’ll be doing...
The role of the Tier 2 Customer Experience Solution Architect (CXSA) is focused primarily on Verizon’s contact center CPE, cloud offerings, managed services, and professional and consulting services. As a key member of Verizon’s Tier 2 contact center solution architecture team, the position has an emphasis on Enablement of field engineering resources, strategic technical liaison, and expert guidance as a secondary support SME on large, custom, or complex opportunities involving cloud based contact center solutions offered by Genesys.
Verizon Tier 2 CXSA’s spend the majority of their time working in a support role for field resources, understanding their needs, developing strategies to enable them in the areas of architectural solution designs, technical presentations, solution roadmaps, requirements documentation, bills of materials, professional services estimates and scopes of work.
This role requires a technically minded person who can easily work with various stakeholders, internal and external, and across organizations. Tier 2 CXSA’s should be able operate independently and as part of a team to identify the needs of our customers, understand gaps in field resource’s ability to meet those needs, and drive changes in Verizon product and service roadmaps to keep pace with the changes in our customers’ needs.
Develop and maintain strong relationships with internal and external resources across sales, sales engineering, professional services, product, marketing, and vendors.
Enable sales and sales engineering teams with the tools and training pathways necessary for technical presentations, solution roadmap discussions, requirements gathering, architectural design, development of proposals, bills of materials, professional services estimates and scopes of work.
Develop training plans to fill gaps in technical skill sets needed to meet customer requirements.
Create and disseminate presentations, training material, best practices in support of end customer solutions.
Develop communities of interest around supported technologies to increase awareness.
Act as a "Trusted Advisor" to internal and external stakeholders.
This position can be located in other valid Verizon domestic locations.
What we’re looking for...
You have strong technical background with contact center technologies, premise and cloud solutions, and related industry / technology trends. Experience in sales engineering, professional services, IT services, and unified communications as well as experience in an advisory/enablement strategy development role is desirable and helpful.
You'll need to have:
Bachelor’s degree orfour or more years ofwork experience.
Six or more years of relevant work experience.
Sales Engineering, professional services, or IT Consulting experience.
Valid driver's license.
Willingness to travel.
Even better if you have:
Understanding of the importance of Verizon’s 5G strategy and how it relates to ‘Above the Network’ solutions such as Contact Center.
Knowledge of Genesys Pure Engage, Pure Engage Cloud, and Cloud suite of enterprise level solutions offerings.
Knowledge and understanding of Speech Recognition, speech to text, and text to speech industry including solutions such as Nuance, Google, Amazon, Microsoft, IBM, and others.
Strong technical skills with contact center solutions, including ACD, IVR, Speech, CTI, digital, and omni-channel.
Several years of sales engineering and/or IT consulting experience.
Strong technical skills and the proven ability to engage with internal and external stakeholders in the development of technical expertise across field sales engineering organizations.
Experience leading technical discussions across the organization to advance Verizon’s position in being the provider of choice for above the network solutions.
Experience working with vendor partners to develop and grow sales through the enablement of resources to support expected funnel.
Experience in architecture, design, and implementation of highly scalable and available solutions using PaaS services and other big data technologies.
Experience with virtualization of infrastructure services (storage, server, network, messaging, database).
Knowledge of VMWare. Xen, KDC or other hypervisors.
Knowledge of Verizon and/or other provider’s Voice and Data Services a plus. Examples include: Local Origination (VILO), Toll Free (TDM and IP), SIP Trunking, Network IVR, and VOIP/MPLS/PIP.
Knowledge of AI and ML strategies in contact center solutions.
Experience with developing a scope of work document outlining project objectives, responsibilities, deliverables, and assumptions in complex multiple technology solutions.
Experience in estimating effort and working with multiple back end subject matter experts to develop a holistic view of the effort required to complete a professional services engagement that meets customer defined requirements.
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.