Product Specialist Contact Center

1 month ago

Charlotte, North Carolina, United States BrightSpeed Full time
Job Description

The Product Specialist, Contact Center is a critical component of the Brightspeed Innovation team, leading the day-to-day operations of specific products and platforms for Mass Markets, Enterprise, and Wholesale customers.

As a Product Specialist, you will report directly to a Sr. Manager, Product Enablement. You must have a proven track record for documenting and grooming product requirements and managing different products in the US market, maintaining a high level of ownership and accountability across the whole product development process (end-to-end).

You will be responsible for driving the execution of specific requirements and operational activities for specific products and/or platforms with key stakeholders and teams as assigned by the Product Owner.

Key Responsibilities:

  • Gather and analyze data for product and platform requirements, with a strong focus on IVR & Chat platforms and its associated and related systems
  • Understanding of Sales and Compensation workflows for Contact Center agents is a big plus
  • Drive the development and implementation of new product and platform features
  • Assist with project management tasks for selected projects
  • Identify and recommend improvements to existing products and platforms
  • Convert features into smaller user stories and actionable requirements for developers, IT, and other stakeholders as needed
  • Write clear and well-structured business requirements and documentation
  • Identify and recommend automation opportunities for existing products and platforms
  • Create reports, dashboards, and visualizations to help others understand products and platforms performance as needed
  • Drive the analyses to identify issues and bottlenecks in existing processes to recommend improvements
  • Communicate and validate requirements with relevant stakeholders
  • Collaborate with product managers and project managers on roadmap planning and prioritization
  • Interact with business and technical stakeholders to identify needs, opportunities, and gaps
  • Drive the process to work with IT and other key stakeholders to groom product requirements and turn them into actionable Jira tickets and technical requirements for software developers and network architects
  • For larger projects, collaborate with multiple project managers to maintain an updated project plan and produce project reports for upper management. For smaller projects, act as the project manager for product development activities. For all projects, establish end-to-end product development plans involving all required resources - internal and external - for a successful development, implementation, and launch of new products and features.
  • Collaborate with vendors and different teams to evaluate, test, qualify, and select technological solutions associated with product initiatives

Qualifications:

  • Bachelor's Degree required in Engineering, IT, or equivalent work experience
  • Experience with marketing automation platforms to set up marketing channels like emails, direct marketing, digital marketing, etc., or infrastructure for automated customer communications is a plus
  • 3+ years of experience as a Product Manager
  • Proven track record managing products in the US market for Residential, Small and Medium Business, Large Enterprise, and/or Wholesale customers
  • 3+ years of experience in enabling self-help workflows for Contact Center for various channels like Chat, IVR, Workforce Management, SMS, email, etc.
  • Good understanding of Sales and compensation workflows for Vendor Agents for Sales, Care, etc.
  • Exceptional organizational skills and the ability to manage the success of multiple projects concurrently
  • Able to work in a fast-paced environment, and work collaboratively with Sales, Portfolio Management, Marketing, Legal, IT, Operations, Finance, Service Delivery & Assurance teams to ensure proper development and management of services
  • Must be an enthusiastic self-starter, able to work independently
  • Proficiency with Microsoft Office Suite, Jira, and Confluence is required

Why Join Us?

We aspire to contemporary ways of working. Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office, or field-based, depending on the position, business needs, and individual circumstances. We also invest in technology that enables our entire team to stay connected.

We offer competitive compensation and comprehensive benefits. Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional, and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match, and a host of voluntary benefits.

Diversity, Equity, and Inclusion

are at the center of our grounding belief in Being Real. When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive, and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:

Brightspeed's Privacy Notice for California Residents

Brightspeed's Privacy Notice

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