Associate Director - Systems Engineering

Job Description

What you ll be doing.The Associate Director position will be responsible for end to end delivery of the Customer Experience platform - Omni experience influencing the choices and experiences of Verizon customers in performing various transactions related to sales, service, and support. You will be responsible for building a highly motivated and talented team, coaching and mentoring them to deliver high-quality products and services. You will partner with US and India Director teams, business units to establish goals, influence and effectively communicate the vision set by Senior GTS leadership.In addition, you provide leadership that promotes teamwork, employee respect, empowerment, and open communication. Sets strategic direction and govern delivery for Wireless business, develops and maintains SLAs alongside internal business partners that meet or exceed customer expectations. Develop and adhere to budget while meeting or exceeding expectations and goals/metrics. Work very closely with the cross-functional GTS & business teams to understand system and process constraints, improvements, and proactive communication to known issues that may impact customers.Analyze technology trends, adoption and discover opportunities for growth. Review tracking reports and stays continuously updated on results. Develop strategies for application leads to support growth opportunities for products and services. Remain current on all wireless/mobility products and services, industry and competitive trends, and reinforce findings with the team. Recommend, develop and implement process improvements. Resolve customer complaints in a timely manner. Derive actionable insights from the voice of the customer.

• Defining standards and best practices for Omni journey experience, Next Best Action and Pega platforms across GTS.
• Enhancing existing ordering and post ordering flows, channels of engagement to support Omni experience through integration with PEGA BPM and Case Management, to support Verizon consumer products and services.
• Delivering on all key consumer priorities with a laser focus on customer centricity.
• Migrating systems to the defined Verizon Consumer Group North star architecture.
• Contextualizing experiences on the channels of engagement through the System of Engagement and Systems of Insights integration.
• Leading the PEGA community practice and deliver value to the business through the CXP platform.
• Evaluating technology and platform choices while balancing between time to market, cost, scale, and customer experience. Develop a culture of experimentation and iterative development.
• Leveraging various AI/ML techniques to bring 1:1 personalization.
• Representing and participating in various worldwide conferences and workshops.
• Leading emerging technology direction, facilitate key decision points, and convert requirements into working product outcomes and drive integration with various vendor products.
• Focusing on excellence in delivery by showing marked operational difference in the development life cycle on-time delivery, Unit testing, and automation.
• Driving DevOps implementation including ideation, business case, design, stakeholder management, development, trials, and delivery using industry standard processes and tools.
• Partnering with US and India GTS delivery teams to create and optimize the mobile-first customer centric cross channel experience.
• Delivering results within budget, time, quality and strategic and tactical key performance goals.
• Documenting and comply with software quality, data security, and compliance processes.
• Demonstrating capability to lead the team towards speed for delivery and speed for innovation.
• Hiring, retaining, developing high performing motivated talent and leaders. Manages teams in both direct and matrix structures. Manage multi-skilled contractors and employees in India. Develop a strong leadership pipeline.

What we re looking for.Youll need to have:

• Bachelor s degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Demonstrated track record of developing and launching successful, on-time and innovative software in Pega that focuses on strong architectural principles of Pega.
• Knowledge on Consumer customer journeys, processes & experiences with understanding of Pega platforms in this context.
• Knowledge of PEGA platform and a certification In Pega Decisioning or System Architect.
• Knowledge of developing and managing large scale enterprise applications in Pega including Pega Marketing / Pega Case Management.
• Knowledge of Pega platform and ability to quickly scale and manage multiple application streams in pega is critical for success in this role.
• Direct people management experience, including leadership of diverse global teams.

Even better if you have:

• Masters degree in Computer Science / Information Technology, or related field.
• Twelve or more years of experience in technology leadership, including a solid understanding of technology selection, architecture, and full stack implementation with Pega case management/ Pega Decisioning.
• Proven ability to manage a group of senior architects of Pega and experience building capabilities.
• Strong presentation skills to communicate complex concepts effectively.
• Evaluate technology and platform choices while balancing between time to market, cost, scale, and customer experience. Develop a culture of experimentation and iterative development.
• Demonstrated experience in partnering with Business and IT teams at multiple levels to drive alignment and delivery of complex problems.
• Ability to identify opportunities, facilitate workout sessions to ideate and come up with joint cross-functional solutions.
• Experience in business process transformation and user experience optimization.
• Experience in troubleshooting & supporting mission-critical 24X7 production systems, lead real-time high stake risk mitigation plan and drive timely decisions for Pega applications.
• Experience leading senior talent, mentoring and coaching large teams.

When you join VerizonVerizon 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.,

Keyskills :
financeadvisorycompliancereportingcustomer relationsend to end deliveryenvironmental impact assessmentbusiness process transformationlife cycleunit testingmusic makingdata securitybusiness case