Technical Implementation Specialist

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 –  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 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  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:
  • Servicenow Suite BOSS OM, BOSS AX, BOSS SA
  • IQ Geo, AMS
  • Ensemble
  • eShop
  • Martens
  • IMPROV
  • Automate
  • Optius/Odin
  • LoopQual
  • Open Switchgate
  • OmniVue
• 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 orchestration
  • Legacy technical tech assist contact rate
  • Case 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 s