IT Director, Business Contact Center TSA Systems

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Brightspeed currently have about $500m in Enterprise and Wholesale revenue. This position will be responsible for designing, developing, and managing of all front-end systems required for our Pre-ordering and Ordering systems for our Legacy products that we are migrating from Lumen to Brightspeed.  This position will be responsible for leveraging technological advances and acumen to come up with creative solution. We are seeking a dynamic, passionate and a hard-working professional with a solid education or background in telecom and technology.

As an IT Director, Business Contact Center TSA Systems, your duties and responsibilities will include:

• Lead and build a new team of software developers, testers, and support personnel to enhance, support, and maintain the field operations systems at Brightspeed, which will be used by frontline sales agents and wholesalers.
• Balancing priorities from multiple areas and finding innovative IT solutions to business problems
• Lead cross-functional IT and business partners with solutions for Business and Enterprise Legacy products presales and sales systems
• Innovative solutions to optimize Copper Pre-sales and Sales team
• Driving the addition of features to Pre-sales and Sales systems to enable new capabilities to the tool
• Build and support Cloud Platform instances needed for Business Pre-sales and Sales ssytems
• Collaborate with interfacing teams, define target dates for testing and ensure end to end robustness of technology and business transformation plans and programs
• Conduct impact assessments and feasibility studies for various solution and labor approaches geared toward business and technology transformation
• Work closely with vendor/3rd party partners to manage progress on solutions development and drive rapid progress
• Manage operational and program level budgets in-year and across multi-year programs
• Manage communications across business and technology teams to deliver world class technical support on a large scale
• Assess project risk, provide accurate timelines, proactively act, and ensure robust development performance and stability in production
• Adopt Agile, DevOps and other enablers to improve the effectiveness of project delivery
• Communicate project progress, status, risks, issues etc. to management which includes providing status on a recurring basis as well as for special circumstances
• Track industry trends and leverage to drive innovation and solution excellence across various technical support domain

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s Degree in Computer Science/ Fiber and POTS technology or equivalent
• 10+ years of experience in leading Business pre-sales and sales solutions with preferably 5+ years of experience in telecom domain.
• Extensive experience in and around telecom solutions, system stacks and operational needs
• Extensive experience in vendor management across multiple agreements and arrangements for both software and service support
• Experience in leading large programs spanning technology, business operations and customer life cycle
• Ability to understand and explain complex technical information and technical support solutions
• Collaborative, team builder with strong communication skills, ability to negotiate, often at higher levels
• Experience managing a team of employees and consultants to drive solution delivery
• Project management skills

BONUS POINTS FOR:

• Specific certifications in program management (e.g., PMP), process improvement (e.g., Six Sigma), technical methodologies (e.g., SAFe Agile), and cloud services (e.g., GCP), ServiceNow FSM development experience 

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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. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

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