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Customer Implementation Engineer II

Company: Allstream Business Inc.
Location: Vancouver
Posted on: June 10, 2021

Job Description:

PURPOSE:

The Customer Implementation Engineer II is the second level of escalation for the Service Activations Team, and is responsible for design and network implementation, installation, configuration, on-time delivery, and technical support for VPN/MPLS network customers. This is a customer-facing role. The CIE II is a senior level role, also responsible for new product development, testing and documentation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(These responsibilities must be performed with or without reasonable accommodation.)

Technical Order Validation/ Custom Solutions (ICBs)- 20-40%

  • Participates/leads customer calls where Technical Order Validation is required. As needed, write summary details on customer requirements, turn up procedures/MOP
  • Review and gather customer requirements. Work with customers in technical data gathering.
  • Custom Solutions/ ICBs. Designs complex network solutions requiring multiple dynamic routing protocols such as OSPF, BGP, EIGRP, and RIP, high-end networking services including L2/3 VPN, MPLS, SIP, QoS, Metro and Carrier Ethernet, IPSEC, cloud voice & firewall services, and legacy TDM offerings.
  • Provides technical assistance and support to other Service Delivery teams.

Customer Implementation and Escalations - 30-50%

  • Coordinates with project management, voice and data vendors, and field service personnel to activate new services for customers.
  • Performs all product installation and coordination related to network implementation; BGP activations/peering for client implementations.
  • Call queue coverage, initial network configuration, and second level escalation requests as required.
  • Documents all work performed in a comprehensive ordering system.
  • Tests new circuits and coordinates necessary repair activity with the LEC.
  • Provides off-hour, on-call, and weekend coverage as required.New Product Introduction -10-20%
  • Project management/leads projects relative to new product implementation.
  • Effectively contributes to the team by supporting, mentoring, training, and developing team members.
  • Assists with new product definition.
  • Delivers training and documentation to workforce after new product development.
  • Documents implementation procedures and best practices for both internal usage and for knowledge sharing with other departments.
  • Adheres to and recommends enhancements to standards, policies, and procedures to maintain support capabilities and team morale.
  • Works very closely with internal customers from Training, Marketing, Repair, and Engineering teams; coordinates with project management, voice and data vendors, and field service personnel to activate new services.

Competencies Include:

  • Achieves and maintains on-going technical and product proficiency.
  • Adheres to and recommends enhancements to standards, policies, and procedures to maintain support capabilities and team morale.
  • Meets or exceeds stated quality, throughput, and customer satisfaction metrics and goals.
  • Performs additional duties or projects as assigned.

SCOPE:

Works under minimal supervision in day-to-day operations, both individually and within a team environment. No direct reports but responsible for leading and mentoring a team. Performs work in a semi-structured environment. This is a complex position requiring technical expertise. Position performs multiple tasks within a changing environment. Extensive internal contact with all levels of employees across multiple functions; extensive external contact with customers and vendors.

QUALIFICATIONS:

  • Bachelor's Degree in related field; or equivalent combination of education and experience.
  • Minimum of 5 years' experience in telecommunications engineering in a customer-facing role.
  • CCNA/CCNP preferred for external hires. Employees in this role should be actively working toward obtaining one of these certifications.
  • Experience in a leadership role preferred.
  • Hands-on network and CPE device configuration or support experience with complex IP networking required.
  • Expert understanding of VoIP protocols, SIP signaling/CODEC/routing etc, network QOS, IP routing, Ethernet switching (including 802.11q, 802.11p, 802.3af), and packet tagging mechanisms.
  • Experience with hosted and cloud-based applications and services.
  • Extensive experience in designing, deploying and maintaining highly complex, secure IP networks.
  • Demonstrated professional customer-facing communication skills.
  • Experience with network monitoring, management and troubleshooting with various tools such as Packet Sniffer utilities, BrixWorx, Metaswitch SAS.
  • Proficiency in Microsoft Office Suite.
  • Ability to manage multiple tasks simultaneously and meet deadlines under pressure.
  • Ability to work on-call and weekend hours as required.
  • Accountability for achieving individual and team results.

(The following are physical requirements of the position as required by the Americans with Disabilities Act)

Requires the ability to interact with others, interpret spoken messages and utilize reason to resolve complex problems. Requires constant keyboarding, sitting, hearing and talking, frequent standing and walking, and infrequent bending at the waist, twisting of the upper body, kneeling, being mobile on uneven surfaces, squeezing and crouching. Requires occasional lifting and carrying of 1-20 pounds. Close detail work requiring visual acuity. Must be able to perform primarily light work.

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position's activities and requi

Keywords: Allstream Business Inc., Vancouver , Customer Implementation Engineer II, Other , Vancouver, Washington

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