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

We have an exciting opportunity for a Tech Lead, Contact Center Chat Platforms. As a Tech Lead you will be a vital member for the IVR & Call Center technologies, serving as an expert on the needs and desires of our customers. Reporting to the Director of Voice and Natural Language Platforms, you’ll use your expertise to build, support & provide technical leadership to analyze, design, and deliver clinical/business solutions. This position is also responsible for ensuring the smooth operation of our mission-critical customer-facing Chat bot and Chat applications. The ideal candidate will have a diverse background in contact center technologies, Conversational IVRs, AI frameworks and methods and an in-depth knowledge of how call flows are designed. You will lend expertise to answer technical consulting questions, individually or as part of a project team and serve as a subject matter expert who can represent creative solutions, process, and strategy related to Enterprise Contact Center technology, architecture, infrastructure, applications, and process.  Participate in large scale, multi-functional projects, including product development, merger and acquisition, and divestiture activities, with an open and creative mindset focused on delivering contact center and/or Customer solutions. Critical aspects of the position include overall quality of the chat and chat bot, integrations with other relevant applications, QA, testing, and ongoing monitoring of the systems, documenting procedures, and implementing changes that will increase productivity, self-service, accuracy, and effectiveness in the inbound call distribution platform. Your success will be measured by achieving subscriber growth and satisfaction targets. Come help us build the best and fastest fiber-optic network in America! 

As Tech Lead, Contact Center Chat Platforms, your responsibilities will include: 

• 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. 
• Use IVR/market insights to establish differentiated value propositions that solve customer pain points and improve caller experience by designing the best chat/chatbot intents 
• You will collaborate with cross-functional teams to bring in new strategies for an efficient Chatbot development QA, testing and report results to management 
• Troubleshoot on the production platform to include Chat and Chatbot related issues; identify sources of issue and fix or coordinate resources to fix 
• Complete Root Cause Analysis and recommend solutions 
• Work in conjunction with the call center management system vendor, software development team and internal business teams to deploy builds to the production and test environments 
• Conduct periodic demonstrations for review of existing chat, chat to salesforce/service integrations, chatbot implementations 
• Provide high quality support and work in a collaborative environment with systems administrators, DBAs, developers, and business stakeholders 
• Continuously audit and analyze inbound call volumes to ensure high data quality 
• Make recommendations on continuous process improvement 
• Evaluate and recommend new functionality and improved processes 
• Participate in periodic business control development and testing 
• Develop/improve production reporting on all chat/chatbot metrics 
• Other duties as assigned 
• Focus on a conversational based implementations and leverage technologies like CCAI, Watson. 
• Design with reusable components for both Chat and Chat bots 
• Provide leadership and expertise in the development of standards, architectural governance, design patterns, and practices for all things Unified Communications.