Principal Systems Analyst

Description

When you join the company

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 the company, 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.

What you’ll be doing...

Our customers rely on us for the best network and customer experience. As Principal Systems Analyst you will be responsible for helping to grow and optimise our multimodal Artificial Intelligence Automation experiences through our Digital Assistant ChatBot/Voice Bot for the Global Roaming and New Revenue Generation Organisation. As part of the National Customer Service Consumer Group, you will work on identifying the strategic direction, planning, and execution of digitally connected experiences powered by Artificial Intelligence/Machine Learning driven insights and leading technologies.

Communicating strategies and business objectives, as well as project plans and expected outcomes, to employees and stakeholders, and providing regular progress updates to leadership, appropriately escalating issues when necessary.

Leveraging your thorough knowledge of business rules in customer scenarios (both standard and exceptions) to guide the development of customer experiences aligned with the Bot vision and strategy.

Optimising flows, serving as the single point of contact (POC) for new Bot experiences, enhancements, and issue resolution.

Collaborating with project managers, marketing, Digital Operations (app/vzw.com), and platform / AI solution vendors to create and execute personalisation solutions.

Prioritising project activities and coordinating resources to achieve goals.

Leading cross-functional teams and managing the execution of detailed project plans, ensuring all stakeholders are engaged and deliverables are completed on time and on budget, applying problem-solving skills when necessary to address risks.

Participating in and contributing to group dialogue and activities, applying active listening, and articulating user, business, and/or technical reasoning for detailed design decisions in critiques or presentations.

You’ll need to have:

Bachelor’s degree (or equivalent) or relevant work experience.

Experience with any Artificial Intelligence development tool such as AIM2.0, Dialogflow, IBM Watson, RASA Stack, and/or ChatterBot.

Professional experience in Telecommunications and Roaming.

A valid right to work in Ireland. Please note that we are currently unable to support or provide employment permit sponsorship for this role.

Even better if you have:

Programme or project management experience in a technical field.

Bachelor’s degree (or equivalent) in Information Systems, Statistics, or Analytics/Business Intelligence.

Strong logic, quantitative, and analytical skills, with robust deductive reasoning and problem-solving abilities.

PMP: Project Management Professional and/or Six Sigma certification.

PMI-ACP: PMI Agile Certified Practitioner, with experience in SCRUM, XP, LEAN, and Kanban.

Experience with Adobe XD, Sketch, Miro, or other design software.

Experience developing executive-level presentations and visualisations (using Google & Microsoft Applications).

Customer Service (Digital or Contact Centre) experience, with knowledge of process improvement and organisational efficiency (ideally with a strong focus on customer experience).

Familiarity with the principles of computer programming languages (such as Python, JavaScript, Ruby, C++, and VBA).

Why the company?

The company is committed to maintaining a Total Rewards package which is competitive, valued by our employees, and differentiates us as an Employer of Choice.

We are a ‘pay for performance’ company and your contribution is rewarded through competitive salaries and performance-based incentives. We create an opportunity for us all to share in the success of the company and the value we help to create through this broad-based discretionary equity award programme.

Your benefits are market-competitive and delivered by some of the best providers.

You are provided with a full spectrum of health and well-being resources, including a first-class Employee Assistance Programme, to empower you to make positive health decisions.

We offer generous paid time off benefits to help you manage your work-life balance and opportunities for flexible working arrangements.

You will be able to take part in volunteering opportunities as part of our environmental, community, and sustainability commitment.

Benefit packages are tailored to the specific country where a position is based.

If the company and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

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

5