Technical Implementation Specialist

Company DescriptionAt 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 byApollo 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 - Service Delivery 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 - Service Delivery , you will be critical to help us innovate the service delivery functions of our 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 long-term goals and visions 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, and technical support agents. This position will report to the Sr. Manager Service Delivery & Dispatch.As the

Technical Implementation Specialist - Service Delivery

your responsibilities include:Help develop a scalable and robust cross-domain system stack that caters to Mass Markets (MM), Enterprise, and Wholesale (E&W) customers' needs and business outcomesHelp create cohesive cross domain MM and E&W operational system support (OSS) and business system support (BSS) stacks that allow a seamless experience and internal cost efficiencies while maximizing system platform, network capabilities and customer experiencesDrive a cohesive client-based service for the Field Ops Service Delivery organization with IT partners to deliver and maintain an accurate and efficient technical domainDrives the execution of service delivery capabilities through workflow enhancements, self-service, and automationSupport existing TSA'd, cloned and hybrid Field Operations platforms for Legacy, Legacy GPON & QF including but not limited to:

ServicenowSuite BOSS OM, BOSS AX, BOSS SAIQ Geo, AMSEnsembleeShopMartensIMPROVAutomateOptius/OdinLoopQualOpen SwitchgateOmniVue

Drive requirements and develop a feedback loop to inform prioritization of Service Delivery Workflows, Knowledge Support capabilities, and rethinking the customer experienceJIRA and INC life cycle management including requirements, ticket tracking, reporting, communication, and escalationsParticipate in outage management/ skills availability for resolution and RCA, driving resolution and communication to clientsKey Workforce Management functionality:

New platform Order orchestrationLegacy technical tech assist contact rateCase Management

Lead operational readiness for new Service Delivery product launches through ORT, Alpha, and Beta to deliver innovative solutionsHelp develop, design, and drive the technology roadmap for the most effective Service Delivery platforms relative to supporting Brightspeed Fiber along with legacy products relative to Agent and Field Tech experience - ultimately drive a highly automated and cohesive ecosystem vs. add on solutionsDrive new hardware and software integration into SOM while not negatively impacting Field Tech and Center Agent KPIsDrive a heavily automated Service Order Management orchestration service delivery platform enabling scalability through 98% flow through/ no touchLead Field Tech Assist reduction efforts to drive positive KPI improvementEnable Tier I and provide Tier 2 & 3 support for Service Delivery functionsEnsure high availability, security, and performance of the system stackLead cross functional engagements with Digital, Product Lead, IT, Operations, and Technical Service Center leaders to identify areas of opportunity and prioritize workflows, content, features, and functionalitiesBuild relationships with third-party vendors, while driving strategic sessions to maximize our return on investment and expose service capabilitiesProvide readouts on enhancements for service delivery, aligning, and presenting to leadership teams, highlighting risks, aligning on risk mitigation strategiesQualifications

WHAT IT TAKES TO CATCH OUR EYE:Bachelor's degree or equivalent work experience in Service Support, System Support, IVR experience and or Service AssuranceExperience working in cross-functional and/or cross team projectsExcitement about Chatbot experience and workflowsEnjoys developing Chat experience, introducing automation and self-service capabilities in Chat by exposing Support Content, KB, Articles, and Automated Workflows within the Chat contextExperience with Natural Language Processing (NLP) Chatbot Conversational Design, Design Thinking to reimagine customer support experience in ChatEnjoys conducting user research, creating a feedback loop, and helping business and IT to prioritize Chabot features and functionalitiesEnjoys simplifying and reinventing systems and experiences, have a solid strategic vision, and can identify friction points and implement innovative solutionsStrong strategic vision, and the ability to identify friction points and implement innovative solutionsBONUS POINTS FOR:Deep familiarity with fiber technology and / or customer experienceMaster's Degree and / or technical certificationsStrong technical experience, preferably in telecommunications or software development#LI-RM1Additional 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 throughphysical, 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 inBeing Real .When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us befierce advocatesfor moreaccessible,inclusiveand high-quality internet, because webelieve doing so promotesequityin the communities we serve.Brightspeed is an Equal Opportunity Employer/Veterans/DisabledFor all applicants, please take a moment to review our Privacy Notices:Brightspeed's Privacy Notice for California ResidentsBrightspeed's Privacy NoticeVideos To Watchhttps://vimeo.com/681585068#J-18808-Ljbffr