Tech Lead, Chat Platforms

Summary

Join Brightspeed and help reimagine how people connect by providing fast, reliable internet. As a Tech Lead, Contact Center Chat Platforms, you will translate business requirements into full-stack solutions using various contact center systems. You will develop and deliver IVR solutions, troubleshoot production platform issues, conduct root cause analysis, and create proof of concepts for new infrastructure solutions. This role requires a Master's degree in a related field and two years of post-baccalaureate experience. The position is based in Charlotte, NC, but allows for remote employment throughout the US. Brightspeed offers competitive compensation and comprehensive benefits, including medical, dental, vision, life insurance, an employee assistance program, a 401K plan, and more.

Requirements

• 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

Responsibilities

• 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

Benefits

• Competitive medical, dental, vision, and life insurance
• An employee assistance program
• A 401K plan with company match
• A host of voluntary benefits