IT Tech Lead, Chat Platforms - Remote

Overview

As an IT Tech Lead for Chat Platforms at Brightspeed, you will be responsible for translating business requirements into full-stack solutions that enhance customer service through innovative contact center technologies.

In Short

• Lead the development of IVR solutions and Chatbot intents.
• Translate business needs into effective contact center solutions.
• Troubleshoot and resolve Chat and Chatbot related issues.
• Conduct Root Cause Analysis and recommend service enhancements.
• Demonstrate existing technologies and create proof of concepts.
• Identify areas for improvement in contact center technologies.
• Work in a remote capacity from various locations in the USA.
• Collaborate with teams to ensure smooth operation of contact center systems.
• Utilize Agile methodologies in application development.
• Engage in continuous learning and adaptation of new technologies.

Requirements

• Master’s degree in Computer Science or related field.
• Two years of experience as an IT Tech Leader or similar role.
• Experience with contact center systems and business analysis.
• Proficient in Chatbot/Voicebot design.
• Knowledge of Agile application development practices.
• Familiarity with databases and application performance measurement.
• Strong problem-solving skills and attention to detail.
• Ability to work collaboratively in a remote environment.

Benefits

• Competitive compensation package.
• Comprehensive medical, dental, and vision insurance.
• 401K plan with company match.
• Employee assistance program.
• Flexible work arrangements including remote options.
• Opportunities for professional growth and development.
• Inclusive workplace culture focused on diversity and belonging.
• Wellness programs promoting physical and emotional health.