Technical Implementation Specialist – Service Delivery

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 outcomes
• Help 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 experiences
• Drive a cohesive client-based service for the Field Ops Service Delivery organization with IT partners to deliver and maintain an accurate and efficient technical domain
• Drives the execution of service delivery capabilities through workflow enhancements, self-service, and automation
• Support 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 experience
• JIRA and INC life cycle management including requirements, ticket tracking, reporting, communication, and escalations
• Participate in outage management / skills availability for resolution and RCA, driving resolution and communication to clients
• Key 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 solutions
• Help 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 solutions
• Drive new hardware and software integration into SOM while not negatively impacting Field Tech and Center Agent KPIs
• Drive a heavily automated Service Order Management orchestration service delivery platform enabling scalability through 98% flow through / no touch
• Lead Field Tech Assist reduction efforts to drive positive KPI improvement
• Enable Tier I and provide Tier 2 & 3 support for Service Delivery functions
• Ensure high availability, security, and performance of the system stack
• Lead 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 functionalities
• Build relationships with third-party vendors, while driving strategic sessions to maximize our return on investment and expose service capabilities
• Provide readouts on enhancements for service delivery, aligning, and presenting to leadership teams, highlighting risks, aligning on risk mitigation strategies

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

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

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