Technical Design Engineer

Description:

Brightspeed is looking for a Technical Design Engineer to join our team! The Technical Design Engineer (TDE) is responsible for working closely with clients to gather and finalize all technical requirements necessary for the installation of advanced services, such as VOICE+, SIP, SD-WAN, and Managed LAN & Wi-Fi. Coordinated and scheduled by project management, the TDE will develop high-level design documentation and execute detailed low-level configurations within the relevant systems or portals.

In addition, the TDE will manage customer change requests and quotes, ensuring all necessary documentation is completed to facilitate smooth, in-flight adjustments for the client.

As A Technical Design Engineer, Your Responsibilities Will Include:

1. Customer Onboarding - High touch engagement with the customer and/or vendors once the order is closed/submitted.

Introductions and description of the implementation process.

Review the order with the customer – Seats, Devices, Features.

Capture any missed elements in the order – additional telephone numbers, required features, admin assignment, seat type changes, additional seats, or devices (ATA’s are frequently missed for FAX or overhead paging).

Work with sales to identify what is needed on a new quote and order to fill the gaps.

2. Programs all user & group features required for a successful activation/cutover.

User Examples include – Multiple Line Appearances, Shared Call Appearance, Busy Lamp field, Park, Pickup, Paging over the phone.

Group Examples include – Auto Attendant and Hunt Group. Work with customers to capture all call flow details, assigned users, schedules, and after-hours call termination. Assists the customer with uploading Music on Hold files or assigning prerecorded default audio files.

3. When available, will configure all network parameters for SD-WAN, Managed LAN, & Managed Wi-Fi in the corresponding systems/tools.

4. Coordinate with project management any/all required details to support with the scheduling of installation.

5.Provide day 1 test & turnup support to customers. Ensuring successful customer onboarding and activation.

6.Identify platform or product gaps, providing feedback to product management.

Examples – What features do customers need that aren’t available on the platform? What capabilities are missing in the admin portal, end user portal, etc.?

7.Perform new feature interoperability testing, including any necessary UAT. Documenting and communicating all defects or improvements to product management.

8.Create, modify, or update platform, feature, portal, and device documentation as needed.

Frequently Asked Questions, self-service guides, etc.

9.Provide single point of contact for large customer onboarding projects.

10. For large/complex opportunities identified by leadership, provide SME support for pre-sales discovery and solution development.

 

Qualifications
 

What It Takes To Catch Our Eye:

• Experience - 5+ years of experience designing advanced managed services.
• Education - Bachelor’s degree.
• Certifications - Voice+, Broadsoft, Meraki, Cisco.