Offer summary

Qualifications:

Bachelor's degree or equivalent experience in Operations System Support or Digital Engagement., Experience in Agile and/or Kanban software development environments., Strong technical background, preferably in telecommunications or software development., Excellent analytical, writing, and presentation skills..

Key responsabilities:

Innovate digital engagement capabilities for various operational domains.

Drive automation and process efficiency for field technicians and support agents.

Act as Operations Product Owner in an Agile software development environment.

Lead operational readiness testing and support bi-weekly releases.

Job description

Genesis10 is currently seeking a Technical Implementation Specialist with our client located in Charlotte, NC. This is a 12+ month contract position.

Responsibilities:

Innovate the Digital Engagement capabilities of our Order Fulfillment, Dispatch, Service Delivery, Service Assurance and Field Operations clients in the Mass Markets, Enterprise, and Wholesale domains
Work closely with IT and Business Operations Leads to ensure alignment of short- and long-term goals for a unified platform experience
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
Deliver the Best-in-Class digital communication experience for our internal clients and external customers using interactivity and automations to meet our Consumer and Small Business (CSB), and Enterprise and 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, validate system functionality was delivered successfully and perform regression testing to maintain high availability, security, and performance of the platform
Provide readouts and present 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 and 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

Requirements:

Bachelor's 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 and grammar skills to deliver content in consumable formats for technical and leadership audiences
Strong professional speaking and presentation skills

Desired skills:

Master's 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

Pay Range: $20.00 - $25.00

Only candidates available and ready to work directly as Genesis10 employees will be considered for this position.

If you have the described qualifications and are interested in this exciting opportunity, please apply!

About Genesis10:
Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client. Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF and Illinois)

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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