New Jersey-based telecommunication operator Verizon is at the forefront of leveraging AI and analytics to transform its network, services, and customer interactions.
“When it comes to AI, especially generative AI, I think at the edge of the network it will be very important to have AI to make quick decisions very close to the end user,” Hans Vestberg, chief executive officer at Verizon, said on a panel discussion at WEF 2024, highlighting the significance of AI in powering future business growth.
“We focus on the core areas, which include customer experience and loyalty driven by personalisation when it comes to our customers. We also use AI to drive operational efficiency in areas like workforce demand prediction and audience targeting in marketing,” said Ebenezer Bardhan, senior director of data science at Verizon India, in an exclusive interaction with AIM.
Currently, the company has over 400 models deployed in production across various lines of business within sales, service and support.
Verizon plans to expand its footprint in India by hiring around 70 professionals this year for data science, data engineering, ML engineering, and cloud roles across Chennai, Hyderabad, and Bengaluru.
Inside Verizon’s Data Science Lab
The AI and analytics team at Verizon consists of two divisions: Data and Analytics (D&A) focusing on enterprise analytics, and AI & Data (AI&D) comprising data engineers, AI engineers, and data scientists, with a team size of around 350 in India.
Some of the recent use cases of the company’s AI initiatives include personalisation and churn reduction to improve customer retention to add business value. From an AI services standpoint, it has a custom explainability and interpretability framework that data scientists in the team have adopted to diagnose models.
“We are also exploring use cases in generative AI to improve the information access for frontline users,” said Ganesh Siddhamalli, director of AI and ML engineering, told AIM.
Internally, the company is developing a charter as part of the Responsible AI initiative to establish appropriate guardrails facilitated by LLMOPS services. Additionally, it also has a Generative AI Center of Excellence (COE) to provide a unified perspective on all potential use cases, allowing for evaluation and shared learning among teams throughout the journey.
“We primarily use frameworks like Tensorflow, Pytorch, Scikit learn, Domino DataLab, Vertex suite, Seldon, Ray, Great Expectations, and Pydantic across AWS/GCP and OnPrem for AI and analytics,” Bharathi Ravindran, director, data science, Verizon India, told AIM.
Transformer-based models have been employed since 2018, particularly for real-time intervention in call and chat transcripts, aligning with generative AI use cases.
Interview Process
The team’s hiring process is well-defined and thorough, beginning with an internal posting for eight days to encourage applications from within the company. Subsequently, the job openings are publicised on various external platforms, including job boards, social media, and other professional networks, to attract a diverse and qualified pool of candidates.
“The meticulous and structured hiring process aims to thoroughly assess candidates’ decision-making and leadership capabilities, ensuring the identification of the right diverse talent to contribute to our success,” Samir Singh, director of talent acquisition, Verizon India, told AIM.
He further explained that for data science roles, the interview process consists of three comprehensive rounds. The initial stages focus on technical competencies, such as programming proficiency and experience in essential skills like Python, personalisation, forecasting, GenAI, Churn models, responsible AI, and networking.
A techno-managerial round follows this, assessing the candidate’s ability to blend technical expertise with managerial skills, and finally, an interview with the leadership team.
On the other hand, data engineering roles involve two rounds that evaluate technical competencies in areas like Big Data, Hadoop, Teradata, and Google Cloud Platform (GCP), followed by a managerial round.
Expectations
When joining the data science team at Verizon, candidates can expect a vibrant work culture, ample learning opportunities, and exposure to cutting-edge technologies. The company places a strong emphasis on integrity and expects candidates to embody this core value throughout their tenure.
As for expectations from candidates, Verizon values not only technical expertise but also the ability to connect the dots between technological advancements and business objectives. Candidates should confidently articulate their past or current roles during interviews.
“In an AI-centric organisation like ours, where the daily focus is on enabling business through innovative solutions, the capacity to seamlessly integrate technical excellence with practical application is of great importance for success in data science roles,” said Singh.
Work Culture
The company’s work culture centres around innovation, collaboration, and customer-centricity. Employees are encouraged to think creatively, take risks, and embrace change. Diversity and inclusion are integral values, creating a supportive and inclusive work environment.
The company emphasises integrity, respect, performance, and accountability, offering benefits beyond the basics, like flexible working hours, wellness programs, and support for childcare and eldercare.
The key differentiator in Verizon’s work culture, especially within the data science team, is a strong emphasis on R&D, providing freedom for experimentation and learning, as shared by Singh. Apart from experimentation, an open culture fosters collaboration, making Verizon stand out as a great workplace.
Verizon prides itself on a diverse team, promoting gender diversity, supporting differently-abled individuals, and initiatives like WINGS (Women returnee program) and LGBTQ inclusion. The company has consciously made Diversity, Equity, and Inclusion (DEI) a core part of its culture.
“We foster a culture of inclusion, collaboration, and diversity both within the company and among our customers, suppliers, and business and community partners,” concluded Singh.
If you think that you are a good fit for the company, check out its careers page now.
