Technical Implementation Specialist, Digital Engagement

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Job Description

Brightspeed has an exciting opportunity for a Technical Implementation Specialist, Digital Engagement to join our rapidly growing team! We are building the first cloud-enabled telecommunication that provides a simple and seamless customer experience.

As the Technical Implementation Specialist, Digital Engagement, you will be critical to help us innovate the Digital Engagement capabilities of our Order Fulfillment, Dispatch, Service Delivery, Service Assurance & Field Operations clients in the Mass Markets, Enterprise, and Wholesale domains. You will work closely with IT and Business Operations Leads to ensure alignment of short- and long-term goals for a unified platform experience. The principal purpose of this role is to drive automation, process efficiency and customer service support for all underlying network and operational process for front line field technicians, dispatch, and technical support agents. This position will report to the Senior Manager, Digital Engagement.

As the Technical Implementation Specialist, Digital Engagement your responsibilities include:

• Delivering the best-in-class digital communication experience for our internal clients and external customers using interactivity and automations to meet our Consumer & Small Business (CSB), and Enterprise & Wholesale (E&W) customers' needs

• Integrating the CSB and E&W operational system support (OSS) and business system support (BSS) stacks that allow a seamless experience to deliver internal cost efficiencies while maximizing the platform

• Acting as Operations Product Owner in a dynamic Agile software development life cycle (SDLC) environment for digital communications (SMS, Email, Voice calls) and chat platforms

• Interviewing Operations stakeholders to capture their detailed business problems and enhancement opportunities

• Helping the Business define key performance indicators (KPIs) and complete business cases to prioritize and drive outcomes

• Partnering with Product Managers to find the right solution to business challenges

• Partnering with IT to groom the features into user stories for development

• Partnering with IT and vendor teams to deliver and support our Digital Engagement platforms

• Driving operational efficiency and operational expense savings through workflow enhancements, self-service, and automations

• Triage and troubleshoot platform issues from discovery through root-cause analysis (RCA), driving resolution efforts and communicating to clients to maintain Operations

• Leading operational readiness testing (ORT) and user acceptance testing (UAT) prior to production release

• Supporting bi-weekly releases out of working hours, validating system functionality was delivered successfully and performing regression testing to maintain high availability, security, and performance of the platform

• Providing readouts and presenting to leadership teams on enhancements, alignment, and risk mitigation strategies to meet our goals

• Helping develop, design, and drive the technology roadmap for the most effective digital engagement platforms for new & legacy products

• Building relationships with third-party vendors, while driving strategic sessions to maximize our return on investment and expose service capabilities

• Minor travel as needed to collaborate with vendor and cross-domain teams

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor's degree or equivalent work experience in Operations System Support or Digital Engagement

• Experience working in cross-functional project teams

• Experience working in Agile and/or Kanban software development environment

• Experience in simplifying and reinventing processes, systems, and user experiences

• Excitement and/or experience with Conversational Chatbots, Large Language Model (LLM), Natural Language Processing (NLP), Generative AI, ChatGPT

• Excitement about developing digital communication experiences, introducing automation and self-service capabilities in Chat by exposing Support Content, KB, Articles, and Automated Workflows

• Enjoys conducting user research, creating a feedback loop, and helping business and IT to prioritize features and functionalities

• Strong technical experience, preferably in telecommunications or software development

• Strong strategic vision, and the ability to identify friction points and implement innovative solutions

• Strong analytical skills and ability to document processes flows and diagrams

• Strong professional writing & grammar skills to deliver content in consumable formats for technical and leadership audiences

• Strong professional speaking & presentation skills

BONUS POINTS FOR:

• Master's Degree and / or technical certifications in relevant field

• Intimate knowledge of telecommunications, fiber optics technology and/or delivering a stellar customer service experience

• Experience in creating and supporting digital communications

• Past work experience in Digital Engagement platforms:

• Salesforce Chat

• Salesforce Marketing Cloud

• IBM Watson

• Google CCAI

• ContactEngine

• Twilio

• ServiceNow

• Genesys

• IVR or VRU

#LI-RM1

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed's Privacy Notice for California Residents

• Brightspeed's Privacy Notice