Service Readiness Engineer

Service Readiness Engineer

Job Summary

The Service Readiness Engineer is responsible for ensuring new customers and new services are ready for operational life by acting as a key stakeholder in the Onboarding process to represent the needs of the Operational teams. Working on joint and individual projects, responsibilities include ensuring systems are configured and updated, training and resource requirements are identified and communicated, risks are identified and mitigated and in life processes are developed and delivered to the operational teams. Also, responsible for early life support and ongoing continual improvement to readiness and operational processes as well as being an active participant in Project "lessons learned" sessions.

Essential Duties and Responsibilities

• Main point of contact for assigned projects
• Scope includes new services, new customers and decommission of existing services/customers
• Validation of design proposal
• Working with customer representatives to fully understand Business Requirements
• Process design and Continual Service Improvement
• Identifying training and resource requirements
• Contribute to global, scalable Process and procedures
• Develop test and certification plans for new services and customers
• Document process flows and work instructions
• Delivering "train the trainer" sessions to the operations team for new customers and services
• Be the subject matter expert for new customers and services to provide early life support
• Working closely with Project Managers, Development team, INOC and operational teams as well as other company teams to ensure all aspects of the service are a success
• Setup new sites and endpoints on Symphony and SalesForce prior to certification
• Decommission of retired sites and employee accounts
• Attend department meetings and trainings as needed
• Act as mentor and escalation point for Service Readiness Coordinators
• Strong experience in Cisco WebEx/Control Hub, Microsoft Teams Pro, Crestron XiO

Skills and Abilities

• Communicate and interact with internal employees, clients and colleagues in a professional and timely manner
• Self-starter capable of working independently and ensuring to meet deadlines
• Excellent communication and interpersonal skills, both verbal and written
• Ability to balance multiple tasks with changing priorities
• Excellent structured problem-solving skills
• Demonstrate time management skills with attention to detail
• Intermediate/Advanced level in Word, Excel and Visio

Education and/or Experience

• Strong experience in Cisco WebEx/Control Hub, Microsoft Teams Pro, Crestron XiO
• High School Diploma or equivalent is required
• Demonstrated knowledge of professional A/V and Video Teleconferencing systems required
• Experience of Conference Production, Helpdesk Support as well as VNOC Symphony and Salesforce a plus
• Experience operating in a multi-state and/or complex matrix business environment
• Preferred external training:
• Cisco Endpoints and Infrastructure (IX, MX series, TMS, VCS, CUCM, etc.)
• Polycom Endpoints and Infrastructure (HDX, Group Series, OTX, CMA/DMA, etc.)
• Bridging Infrastructure (Codian, RMX, Acano, Pexip, etc.)
• AV Fundamentals (CTS, DSP's, Crestron, AMX, etc.)
• Intermediate/Advanced level in Word, Excel and Visio

Working Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment. This role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. The work environment is generally moderate in noise (inter-office conversations and computers/printers).

Physical Requirements

The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment

Salary: $55k - $75k