• Basking Ridge, New Jersey
• Irving, Texas
• Ashburn, Virginia

… ([All 11 locations])

• US: Basking Ridge, New Jersey
• Irving, Texas
• Ashburn, Virginia
• Lone Tree, Colorado
• Cary, North Carolina
• Annapolis Junction, Maryland
• Miami, Florida
• Rolling Meadows, Illinois
• Chandler, Arizona
• Alpharetta, Georgia
• Temple Terrace, Florida

Job ID: R-1080564
Apply prior to the end date: September 9th, 2025

WHAT YOU’LL BE DOING…

As Senior Manager, you’ll lead the strategy for the Call Routing and Interactive Voice Response (IVR) experience within Verizon’s Virtual-to-Business (V2B) Inside Sales teams. This highly impactful role demands significant expertise, the ability to manage multiple complex projects, meet critical deadlines, prioritize efficiency, and relentlessly focus on improving the customer experience.

KEY RESPONSIBILITIES:

• Serve as the single point of accountability for all Call Routing strategies within the V2B Organization, leading projects from ideation to completion.
• Have a deep understanding of Cisco Unified Contact Center Enterprise (UCCE) and Cisco Intelligent Contact Management (ICM) architecture and functionalities
• Experience creating, modifying, and scheduling call routing scripts within the Cisco ICM environment
• Being proficient in troubleshooting ICM and UCCE environments
• Writing Cisco ICM Scripts to define how calls are routed within our contact center environment.
• Develop and execute comprehensive call routing and IVR strategies, incorporating Computer Telephony Integration (CTI), Google Contact Center AI (CCAI), Outbound Dialers and other systems to maximize efficiency, minimize misdirected calls/transfers, and ultimately enhance revenue and customer experience.
• Research, evaluate, and implement optimal call routing methodologies to ensure efficient queue management, superior customer experience, and alignment with key business outcomes and revenue goals.
• Being able to put business routing needs into a technical design and request for GTS to code.
• Analyze and optimize existing call routing flows, developing strategic roadmaps for improvements and ensuring seamless cross-functional execution.
• Build compelling business cases for IVR and Call Routing enhancements, leveraging data to quantify revenue generation and cost savings.
• Design and define the end-to-end IVR experience across multiple enterprise partners and workgroups, collaborating closely with Rourint and Workforce Planning teams.