As the Business Consulting Principal Engineer you will be part of Verizon's Professional Services (PS) team. The PS team implements and maintains both Verizon hosted and premise solutions which contribute to millions in Verizon revenue. The solutions are critical to our customers (Verizons Enterprise, Medium Business, and Government) so our focus is to consult with both quality and a sense of urgency in mind. The team is comprised of several professionals with decades of experience, covering multiple technologies, in Contact Center delivery. The work can be done from a Verizon office, remotely, and (at times) from a customer location. You will be working within our PS CX team to drive Advanced Communication Customer Experience Solutions and PS revenue.
The Business Consulting Principal Engineer is responsible for establishing strong and mutually beneficial business relationships with senior level executives among premier Verizon customers. Your overarching objective is to gain strategic insight into the clients business operation to identify the potential for Verizon solutions to identified business requirements that will result in increased revenue generation.
This self-driven individual will provide oversight of pre-sales and post-sales Verizon CX engineering, contracting, and ordering process to ensure that our customers receive cohesive support from concept, through the sales process, into Professional Services (PS) delivery, with ownership of the ongoing PS/customer relationship. This mission-critical Verizon Professional Services resource must possess high technical aptitude and effective customer-facing skillsets/personality to represent Verizon Professional Services in on-site and remote sales and design meetings, collaborate with and guide internal sales and account teams, and follow business and process initiatives related to new and ongoing PS delivery projects.
In this role, youll be responsible for:
Facilitating internal and customer-facing (remote and on-site) advisory and discovery meetings, provide weekly executive level status reports, interface directly with customer buyers and builders including their executives, and maintain direct relationships between Verizon PS and the customer.
Providing strategic guidance for pre-sales opportunity identification, clarify requirements based on customer input, provide advisory support to pre-sales design engineers, awareness of PS implementation orders and cutovers as they relate to customer business strategy, and synthesize post-implementation feedback/experience into improvements of customer relationship and future PS CX opportunities.
Understanding of CX and Contact Center technologies and dependencies such as OmniChannel (Speech Recognition, ChatBot, A/I, IVR, SMS, and Web), VoIP, networking, Genesys, Avaya, and CX/DX transformation. Preferred capabilities also include Hosted Cloud systems and an existing understanding of PS delivery processes.
Driving strategic revenue by working with customers on transformational business activities.
Integrating customers business drivers focused on technical solution sets from Verizon solution pillars.
Reviewing and analyzing current technology infrastructure and its ability to support strategic corporate objectives.
Identifying and proposing specific strategies, initiatives and remedies necessary to align technology infrastructure with corporate objectives.
Mapping conceptual designs, transition plans, and technology to address business unit requirements.
Building and communicate the value proposition of the end-to-end solution to client executives and drive transformational business activities.
Supporting customer and Verizon cross-functional teams through the sales, implementation, and support lifecycles.
Partnering with cross-functional Professional Services teams to develop integrated end-to-end solutions for customer.
Partnering with bid management organization to build out detailed RFP responses and contract development.
Positioning Professional Services as a key differentiator to assist in the customers transformation efforts.
Assessing and communicating risks associated with investments related to the architectural vision.
Participating in/leading strategic business presentations (e.g. Executive Briefing Centers) to premier clients
Assisting in development of metrics to measure the success of Verizons solutions in meeting the clients business requirements.
What were looking for...
You'll need to have:
Bachelors degree or four or more years of work experience.
Six or more years of relevant work experience.
Experience in providing managed IT and/or Telecom services to enterprise clients (Public or Private) at the CxO level.
Experience preparing customer-facing material such as RFP responses, proactive proposals and solution designs.
Knowledge in all of the following with knowledge in the development and implementation of at least (2) technologies:Contact Centers.Advanced Networking.Advanced Delivery Methodologies.Mobility.Journey Mapping.IT Applications Management (SOA, Web Services, RTE).Data Center.Machine to Machine (M2M)/ Internet of Things (IoT).
Willingness to travel up to approximately 50% of the time.
Valid driver's license.
Even better if you have:
Bachelor's degree in Engineering or Computer Science or a MS/MBA.
Seven or more years of experience in providing managed IT and/or Telecom services to enterprise clients (Public or Private) at the CxO level.
Five or more years of experience in the following:A customer- facing Pre- and Post-Sale technical consulting role assessing and advising the clients of their current and future needsConsulting for large scale complex, multi-departmental solutions.Demonstrated and verifiable track record of prior successful customer engagements. (Examples of solution designs, statements of work and/or technical project plans to be provided.)Architecture to include conceptualization, definition, development and implementation of solutions with accountability for end to end delivery.
Strong knowledge of one or more vertical businesses (Public Sector, Retail, Finance, Manufacturing, Utilities, Healthcare, Logistics, etc.) for which the enterprise architecture is being developed.
Experience in sales or service of Fortune 500 companies.
Successful project delivery in a Fortune 100 company.
Successful delivery with matrix reports in a cross discipline project.
Leading industry certifications at least one or more of the following technology areas:Project Management: PMP, PgMPService Delivery/Governance: ITILv3Contact Center: Genesys, Five9, Nice, Nuance, AspectCloud: EMC, VMware, Rackspace, AWS, IBM, OracleMobility: Aruba, Citrix, CiscoManaged Applications: Oracle, SAP, IBMArchitecture: TOGAF
Strong oral and written communication skills to deliver customer presentations aimed at aligning technical solutions with business KPIs.
Ability to identify problems, analyze them and provide potential solutions.
Ability to manage multiple tasks and projects across various organizations and global regions.
Strong leadership, negotiation, conflict resolution and consensus-building skills with business and technical groups.
Ability to provide thought leadership and facilitate working sessions on CX strategies to elicit CX requirements.
When you join Verizon...
Youll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering Americas fastest and most reliable network, were leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but were about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
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. Different makes us better.