IT Tech Lead, Chat Platforms

Company Description

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

Tech Lead, Contact Center Chat Platforms

Translate business requirements to full-stack solutions using Contact Center systems such as Interactive Voice Response (IVR), Call Recording, Intent Identifications, Conversational Language, Workforce Management, and Quality Assurance for multi-channel contact management of voice, email, chat, SMS messaging, etc. to expand and enhance Brightspeed’s customer service. Develop and deliver IVR (Interactive Voice Response) solutions, combined with market insights, to establish differentiated value propositions that solve customer pain points and improve caller experience by designing the best Chat/Chatbot intents. Troubleshoot on the production platform to resolve Chat and Chatbot related issues by identifying sources of issue and deploying and/or coordinating resources to fix to ensure smooth operation. Complete Root Cause Analysis within Enterprise Contact Center technology and architecture and recommend solutions to enhance service, including implementation of conversational-based technologies like CCAI and Watson. Conduct periodic demonstrations for review of existing Chat, Chat to Salesforce/ServiceNow integrations, Chatbot implementations and create proof of concepts and/or proposals for new infrastructure solutions and enhancements. Identify areas for expansion and improvement by maintaining a forward-looking vision to help assess potential avenues/opportunities to apply contact center technologies with new and unforeseen applications as business experiences exponential growth. Position will be headquartered in Charlotte, NC but is a telecommuting position, allowing for remote employment from various unanticipated worksites throughout the United States.

Qualifications

Master’s degree or foreign equivalent in Computer Science, Computer Engineering, or related field, plus two (2) years of post-baccalaureate experience as an IT Tech Leader or a related position. Experience must include contact center systems, business analysis, Chatbox/ Voicebot design, application performance measurement and reporting, databases, and Agile application development 

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Additional Information

All your information will be kept confidential according to EEO guidelines.

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 comp