Job Description

Brightspeed has an exciting opportunity for a Technical Implementation Specialist – Repair 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 – Repair, you will be critical to help us innovate and improve Agent tools experience, Chat and IVR experience, Customer Self-Service Capabilities, as well as leveraging AI to drive self-healing opportunities. Part of your charter will include overseeing the evaluation, design, documentation, implementation, testing, and performance of Agent tools, Chat and IVR experience, Self-Service, Chat and IVR functionality, triage, and automation to help our customers self-resolve their connectivity and troubleshooting issues.

You will work closely with Digital, IT, and Business Operations leads to ensure alignment of application/process long-term goals and visions to bring in automation capabilities and enhanced Chat Self-Service capabilities to provide a frictionless customer experience. The principal purpose is to drive automation, process efficiency, and customer service support for all underlying network and operational processes for customers. This position will report to the Sr Manager Platform Innovation – Repair and Platform Support

As the Technical Implementation Specialist – Repair, your responsibilities will include:

• Owning the execution of Chat and IVR customer experience and self-service capabilities through workflow enhancements, self-service, and automation
• Aims to build a best-in-class customer self-service experience that is intuitive and seamless
• Lead cross-functional engagements with Digital, Product Lead, IT, Operations, and Contact Center leaders to identify areas of opportunity and prioritize self-service workflows, content, features, and functionalities for Service Assurance Chatbot
• Provide readouts on Chatbot Self-Service enhancements for service assurance, aligning, and presenting to leadership teams, highlighting risks, aligning on risk mitigation strategies
• Collaborate with peers to support self-service automation, Mobile, IVR and Agent Assist Workflows to improve customer and agent experience
• Drive the Google CCAI experience for Service Assurance and leverage its capabilities to drive omnichannel Repair Content and Self-service
• Drive Chatbot requirements and develop a feedback loop to inform prioritization of Chat Self-Service Workflows, Knowledge Support capabilities, and rethinking the customer Chatbot experience
• Ownership of JIRA and INC life cycle management including requirements, ticket tracking, reporting, communication, escalations, and improvement roadmap vs. cost/benefit
• Participate in Outage management/ skills availability for resolution and RCA, driving resolution and communication to clients
• Use data and KPIs to drive the system platform to support and automate business functions in an iterative and agile implementation format
• Develop business cases with cost/ benefit analysis for continuous funding and prioritization
• Develop, design, drive and lead the roadmap for the most effective platform relative to supporting Brightspeed Products along with Legacy products relative to Customer, Agent and Field tech experience - ultimately drive a highly automated and cohesive ecosystem vs. add on solutions
• Participate, coordinate and drive ORT, integrated release testing, implementation and support for code releases
• Lead operational readiness for new Service Assurance product launches through ORT, Alpha, and Beta to deliver innovative solutions
• Build relationships with third-party vendors, such as ServiceNow, Calix, and Google CCAI, while driving strategic sessions to maximize our return on investment and expose service capabilities in the Chatbot

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree or equivalent work experience in Service Support, System Support, IVR experience and or Service Assurance
• Experience working in cross-functional and/or cross team projects
• Excitement about Chatbot experience and workflows
• Enjoys developing Chat experience, introducing automation and self-service capabilities in Chat by exposing Support Content, KB, Articles, and Automated Workflows within the Chat context
• Experience with Natural Language Processing (NLP) Chatbot Conversational Design, Design Thinking to reimagine customer support experience in Chat
• Enjoys conducting user research, creating a feedback loop, and helping business and IT to prioritize Chabot features and functionalities
• Enjoys simplifying and reinventing systems and experiences, have a solid strategic vision, and can identify friction points and implement innovative solutions
• Enjoys simplifying and reinventing systems and experiences
• Strong strategic vision, and the ability to identify friction points and implement innovative solutions

Additional Information

BONUS POINTS FOR:

• Deep familiarity with fiber technology and / or customer experience
• Master’s Degree and / or technical certifications
• Strong technical experience, preferably in telecommunications or software development

#LI-MH1

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.

Inclusion and belonging _ 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 that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

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

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice