Technical Implementation Specialist, Dispatch

Job Description
Brightspeed has an exciting opportunity for a Technical Implementation Specialist, Dispatch 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, Dispatch, you will be critical to help us innovate the dispatch functions of our 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 long-term goals and visions for a unified platform experience. The principal purpose is to drive automation, process efficiency and customer service support for all underlying network and operational process for front line field technicians and dispatch agents. You will report directly to the Sr. Manager, Service Delivery &
Dispatch.
As the Technical Implementation Specialist, Dispatch, your duties and responsibilities include:
Help develop a scalable and robust cross-domain system stack that caters to Mass Markets (MM), Enterprise, and Wholesale (E&
W) customers’ needs and business outcomes
Help create cohesive cross domain MM and E&
W operational system support (OSS) and business system support (BSS) stacks that allow a seamless experience and internal cost efficiencies while maximizing system platform, network capabilities and customer experiences
Drive a cohesive client-based service for the Field Ops Dispatch organization with IT partners to deliver and maintain an accurate and efficient technical domain
Drives the execution of dispatch capabilities through workflow enhancements, self-service, and automation
Support existing TSA’d, cloned and hybrid Field Operations platforms for Legacy, Legacy GPON &
QF including but not limited to:
ServiceNow FSM – BOSS Dispatch
Dispatch Portal
CTL Schedule
RESUME Tool
Service Planner
RX
Tracs
Drive requirements and develop a feedback loop to inform prioritization of Dispatch Workflows, Knowledge Support capabilities, and rethinking the customer experience
JIRA and INC life cycle management including requirements, ticket tracking, reporting, communication, and escalations
Participate in outage management/ skills availability for resolution and RCA, driving resolution and communication to clients
Key Workforce Management functionality:
Force to load capacity planning and reporting
Route Optimization
Workstream prioritization management
Job Durations
Commitment Times
Reschedules
Lead operational readiness for new Dispatch product launches through ORT, Alpha, and Beta to deliver innovative solutions
Help develop, design, and drive the technology roadmap for the most effective Dispatch platforms relative to supporting Brightspeed Fiber along with legacy products relative to Agent and Field Tech experience - ultimately drive a highly automated and cohesive ecosystem vs. add on solutions
Drive a heavily automated dispatch platform enabling scalability and no touch functionality
Lead dispatch reduction efforts to drive positive KPI improvement
Enable Tier I and provide Tier 2 &
3 support for Dispatch functions
Ensure high availability, security, and performance of the system stack
Lead cross functional engagements with Digital, Product Lead, IT, Operations, and Dispatch leaders to identify areas of opportunity and prioritize workflows, content, features, and functionalities
Build relationships with third-party vendors, while driving strategic sessions to maximize our return on investment and expose service capabilities
Provide readouts on enhancements for dispatch, aligning, and presenting to leadership teams, highlighting risks, aligning on risk mitigation strategies