Technical Implementation Specialist (Remote)

Our client is looking for a Technical Implementation Specialist for a 12-month contract working remotely.
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.

Join the team at this advanced technology communications provider that's been around for nearly a century and be part of a mission to improve people's opportunities by connecting them to the power of the digital world.

Contract Duration: 12 months

Required Skills & Experience

• Bachelors degree or equivalent work experience in Operations System Support or Digital Engagement
• Experience working in cross-functional project teams
• Experience working in Agile and/or Kanban software development environment
• Experience in simplifying and reinventing processes, systems, and user experiences
• Excitement and/or experience with Conversational Chatbots, Large Language Model (LLM), Natural Language Processing (NLP), Generative AI, ChatGPT
• Excitement about developing digital communication experiences, introducing automation and self-service capabilities in Chat by exposing Support Content, KB, Articles, and Automated Workflows
• Enjoys conducting user research, creating a feedback loop, and helping business and IT to prioritize features and functionalities
• Strong technical experience, preferably in telecommunications or software development
• Strong strategic vision, and the ability to identify friction points and implement innovative solutions
• Strong analytical skills and ability to document processes flows and diagrams
• Strong professional writing & grammar skills to deliver content in consumable formats for technical and leadership audiences
• Strong professional speaking & presentation skills

• Masters Degree and/or technical certifications in relevant field
• Intimate knowledge of telecommunications, fiber optics technology and/or delivering a stellar customer service experience
• Experience in creating and supporting digital communications
• Past work experience in Digital Engagement platforms:
  • Salesforce Chat
  • Salesforce Marketing Cloud
  • IBM Watson
  • Google CCAI
  • ContactEngine
  • Twilio
  • ServiceNow
  • Genesys
  • IVR or VRU

• Delivering 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
• Integrating 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
• Acting as Operations Product Owner in a dynamic Agile software development life cycle (SDLC) environment for digital communications (SMS, Email, Voice calls) and chat platforms
• Interviewing Operations stakeholders to capture their detailed business problems and enhancement opportunities
• Helping the Business define key performance indicators (KPIs) and complete business cases to prioritize and drive outcomes
• Partnering with Product Managers to find the right solution to business challenges
• Partnering with IT to groom the features into user stories for development
• Partnering with IT and vendor teams to deliver and support our Digital Engagement platforms
• Driving Operational Efficiency and Operational Expense savings through workflow enhancements, self-service, and automations
• Triaging and troubleshooting 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
• Supporting 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
• Providing readouts and presenting to leadership teams on enhancements, alignment, and risk mitigation strategies to meet our goals
• Helping 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.