Senior Call Routing Engineer

Verizon • Irving, TX

2d • Hybrid

About The Position

As a Senior Call Routing Engineer, you'll help lead the strategy for the Call Routing and Interactive Voice Response (IVR) experience and manage reporting and Data Visualization 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.
Supported VBG Workgroups: Blended: This team handles a blend of inbound and outbound calls. Digital Chat: This team manages customer interactions via digital chat. Vendors (PSO): Our vendors manage diverse call volumes including: blended, digital chat, and outbound calling. Base Management Team: This team makes proactive outbound calls to Verizon's small business customers.

Requirements

• Experience with IVR, Cisco UCCE, or Google CCAI platforms.
• Experience with Cisco ICM Scripting or Python
• Experience with Visual Basic for Applications (VBA) and Macros
• Experience with SQL Reporting and Data Visualization such as Tableau, Power BI, etc.
• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant experience demonstrated through work, military experience, or specialized training.

Nice To Haves

• Proven experience leveraging Call Center metrics (e.g., Average Handle Times (AHT), Service Levels (SL), Abandonment Rate (ABA), and Transfer Rates) to optimize IVR design and call routing strategies for improved customer experience and operational efficiency.
• Demonstrated ability in strategic decision-making and complex problem-solving.
• Proficiency with data analysis tools such as Google Cloud Platform (GCP), ThoughtSpot, SQL Server Management Studio (SSMS), Teradata, etc.
• Demonstrated ability to make independent, data-driven decisions in alignment with company policies, practices, and project requirements.
• Experience identifying, creating, and presenting compelling business cases, leveraging innovative research and operational approaches.

Responsibilities

• Manage Group Reporting: Own all data analytics and reporting for the Operations team, turning messy data into clear, easy-to-read business insights.
• Build Dashboards: Design and maintain self-service tools and dashboards—ideally using Tableau—to help leadership track performance at a glance.
• Hands-on Data Work: Use SQL (SSMS or Teradata) to pull, clean, and organize data, ensuring all reports are accurate and up to date.
• Optimize Call Flows: Use Cisco ICM to manage and improve call routing and IVR strategies. Your goal is to make sure customers get to the right place quickly while reducing transfers.
• Support Contact Center Technologies: Work with systems like CTI, Google Contact Center AI (CCAI), and Outbound Dialers to keep the operation running efficiently.
• Technical Design: Look at current call flows to find areas for improvement. You’ll take business needs and turn them into simple, effective technical routing designs.
• Drive Improvements: Use your data findings to suggest changes to the IVR or routing that will save costs or help generate more revenue.
• Measure Success: Create simple business cases that show how your technical changes are helping the bottom line and improving the customer experience.

Benefits

• health and wellness benefit options including: medical, dental, vision, short and long term disability, basic life insurance, supplemental life insurance, AD&D insurance, identity theft protection, pet insurance and group home & auto insurance
• matched 401(k) savings plan
• up to 8 company paid holidays per year and up to 6 personal days per year
• paid parental leave
• adoption assistance and tuition assistance
• newly hired employees receive up to 15 days of vacation per year, which grows with additional service

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees