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:

• Deliver 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
• Integrate 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
• Act as Operations Product Owner in a dynamic Agile software development life cycle (SDLC) environment for digital communications (SMS, Email, Voice calls) and chat platforms
• Interview Operations stakeholders to capture their detailed business problems and enhancement opportunities
• Help the Business define key performance indicators (KPIs) and complete business cases to prioritize and drive outcomes
• Partner with Product Managers to find the right solution to business challenges
• Partner with IT to groom the features into user stories for development
• Partner with IT and vendor teams to deliver and support our Digital Engagement platforms
• Drive 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
• Lead operational readiness testing (ORT) and user acceptance testing (UAT) prior to production release
• Support 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
• Provide readouts and presenting to leadership teams on enhancements, alignment, and risk mitigation strategies to meet our goals
• Help develop, design, and drive the technology roadmap for the most effective digital engagement platforms for new & legacy products
• Build 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

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