IT Tech Lead, Chat Platforms

Tech Lead, Contact Center Chat PlatformsTranslate 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.