Technical Implementation Specialist, Digital Engagement

Job Description
Brightspeed has an exciting opportunity for a Technical Implementation Specialist, Digital Engagement 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, Digital Engagement, you will be critical to help us innovate the Digital Engagement capabilities of our Order Fulfillment, Dispatch, Service Delivery, Service Assurance & 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 short- and long-term goals 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, dispatch, and technical support agents. This position will report to the Senior Manager, Digital Engagement.
As the Technical Implementation Specialist, Digital Engagement your responsibilities include:
Deliver the best-in-class digital communication experience for our internal clients and external customers using interactivity and automations to meet our Consumer & Small Business (CSB), and Enterprise & Wholesale (E&W) customers’ needs
Integrate the CSB and E&W operational system support (OSS) and business system support (BSS) stacks that allow a seamless experience to deliver internal cost efficiencies while maximizing the platform
Act as Operations Product Owner in a dynamic Agile software development life cycle (SDLC) environment for digital communications (SMS, Email, Voice calls) and chat platforms
Interview Operations stakeholders to capture their detailed business problems and enhancement opportunities
Help the Business define key performance indicators (KPIs) and complete business cases to prioritize and drive outcomes
Partner with Product Managers to find the right solution to business challenges
Partner with IT to groom the features into user stories for development
Partner with IT and vendor teams to deliver and support our Digital Engagement platforms
Drive operational efficiency and operational expense savings through workflow enhancements, self-service, and automations
Triage and troubleshoot platform issues from discovery through root-cause analysis (RCA), driving resolution efforts and communicating to clients to maintain Operations
Lead operational readiness testing (ORT) and user acceptance testing (UAT) prior to production release
Support bi-weekly releases out of working hours, validating system functionality was delivered successfully and performing regression testing to maintain high availability, security, and performance of the platform
Provide readouts and presenting to leadership teams on enhancements, alignment, and risk mitigation strategies to meet our goals
Help develop, design, and drive the technology roadmap for the most effective digital engagement platforms for new & legacy products
Build relationships with third-party vendors, while driving strategic sessions to maximize our return on investment and expose service capabilities
Minor travel as needed to collaborate with vendor and cross-domain teams