The Role

A customer facing position responsible for the complex configuration of Lumen services. The position, through experience and engineering standards, is also responsible to identify and provide guidance on best practices for the customer solution.

The Main Responsibilities

• Provides complex conceptual and tactical solutions to customers networking requirements.
• Optimizes existing designs by demonstrating good judgment in selecting methods and techniques for obtaining solutions.
• Provides timely written status updates in the ordering systems and sets appropriate jeopardy status and engages appropriate resources to overcome obstacles which impede order progress.
• Manages a work queue of provisioning orders, meets metric performance for all tasks, and completes designs/configurations on-time and with accuracy.
• Reviews, complies to, and provides feedback to method of procedures and other engineering documents and templates.

Behavioral & Technical:

• Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
• Collaborative skills and use a team approach to accomplishing work.
• Verbal, written and interpersonal communication skills.
• Demonstrate ability to process tasks as assigned for one or more Lumen IP products.
• Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work.
• Process orders according to SLAs, On Time Performance and quality standards
• Manage the assigned queue using time management skills.
• Escalate to a higher level as needed.
• Able to provision install, change and disconnect orders with a strong focus for quality and customer care.
• Other duties as assigned.
• Providing escalation support for lower-level techs
• Respond to more complex maintenance and troubleshooting requests.

What We Look For in a Candidate

Required:

• Associate degree or Technical Training or equivalent experience in Operations, Technology or related field
• 2-5 years' work experience in basic telecommunications
• Excellent communication skills (both written and verbal)
• Proficient computer skills, especially with Microsoft Suite
• Excellent customer skills - being customer obsessed.

Preferred Qualifications:

• Bachelor's Degree or equivalent experience in Operations, Technology or related field
• Technical Project Management experience
• Cisco certifications
• Experience in working in a fast-paced environment and dealing with ambiguity.
• Microsoft Teams, Cisco Webex Calling, and Zoom experience.