When you join Verizon
You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife.
You’ll need to have:
- Bachelor’s degree or four or more years of work experience.
- Eight or more years of relevant experience required, demonstrated through one or a combination of work and/or military experience, or specialized training.
Role Summary
We are seeking a Distinguished Engineer and AI Transformation Lead to spearhead our enterprise-wide GenAI strategy and execution. This executive-level role requires compressing multi-year roadmaps into rapid deployment windows, aggressively transitioning our digital channels from passive LLMs to autonomous Agentic AI. The ideal candidate will seamlessly combine Lean Six Sigma methodologies with advanced machine learning expertise to drive our AI@Work initiative across a massive Customer Experience Organization (CXO).
Strategic AI & Leadership
- Design the enterprise AI operating model, prioritize use-case pipelines, and drive the end-to-end delivery of over 150 AI use cases to a 10,000+ agent contact center.
- Lead the strategic transition to Agentic AI, aligning autonomous systems with legacy data platforms while managing VP and Director-level stakeholder expectations
- Build and manage large-scale, cross-functional governance structures to ensure rapid, milestone-driven AI deployment across global operations
- Design and launch comprehensive AI literacy and change management programs to upskill the workforce on GenAI fundamentals and responsible AI practices.
Operational Excellence & Quality
Operational Excellence & Quality
- Apply Lean Six Sigma Black Belt methodologies (including DMAIC, VSM, and FMEA) to establish and manage rigorous quality-gate frameworks for AI deployments[cite: 1, 2].
- Ensure production stability for high-stakes Conversational AI models, such as Billing SLMs, maintaining a zero-margin-for-error standard to prevent hallucinations, reduce "Cost to Serve," and mitigate customer churn[cite: 1, 2].
- Develop and deploy proprietary ground-truth evaluation frameworks—utilizing text embedding and prompt engineering—to continuously benchmark and validate LLM output quality.
- Act as an expert human-in-the-loop auditor to monitor AI model behavior in live environments, providing immediate intervention and urgent recalibration when operational risks arise.
- Establish scalable, repeatable problem-solving playbooks (such as 8D and Kepner-Tregoe) integrated with GenAI to optimize contact center operations and establish structured processes for large analytical workforces.
- Design advanced analytics logic (e.g., SQL-based repeat caller and FCR identification) to diagnose process failure patterns and align operational outcomes with industry CSAT and NPS standards
Required Qualifications & Expertise
- 15+ years of transformation-focused program delivery experience in Telecom or Banking, with a proven track record of managing multi-million dollar global portfolios or 300+ employee Shared Services Centers
- Active Lean Six Sigma Black Belt certification with deep expertise in DMAIC, process mining, and workflow optimization.
- Advanced academic credentials or certifications in Generative AI and Machine Learning (e.g., Great Lake, MIT etc), encompassing LLMs, Transformers, NLP, and RAG concepts.
- Technical proficiency in Python, SQL, text embedding vectorization, and orchestration platforms necessary for evaluating and tuning complex AI models.
Nice to Have
- Experience working on cloud platforms such as GCP, or hands-on proficiency with LLM APIs like AWS Bedrock and Anthropic Claude
- A proven track record of solving complex, open-ended research problems, ideally showcased by provisional patents (e.g., LLM evaluation methodologies) or published whitepapers
- Deep Telecom Digital Domain knowledge and a comprehensive understanding of its broader ecosystem
- Exceptional executive communication and collaboration skills, with demonstrated experience aligning and influencing cross-functional stakeholders at the VP and Director levels
- A self-motivated, proactive mindset capable of managing multiple priorities and adapting to fast-paced, rapid-deployment environments.
Where you’ll be working
In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager.
Scheduled Weekly Hours
40
Equal Employment Opportunity
Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.
