CUSTOMER SOLUTIONS ENGINEER II

About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Customer Solutions Engineer II role is 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

Essential Job Duties

•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 impeding order progress.
•Reviews, complies to, and edits method of procedure and other engineering documents and templates.
•Manages a work queue of provisioning orders, meets metric performance for all tasks, and completes designs/configurations on-time and with accuracy.
•Participates and provides training and job shadowing support to peers through: OJT, classroom training, and job aides. 

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. 
•Excellent negotiating and persuasive skills to lead teams through change.
•Ability to motivate others, use good teamwork skills, including development of interdepartmental relationships and the ability to make complex decisions.  
•Work closely across business units to implement necessary process changes that solve problems for all Lumen customers
•Demonstrate ability to process tasks as assigned for one or more Lumen IP product
•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. 
•Providing escalation support for lower level techs
•Respond to more complex maintenance and troubleshooting requests 
•Manage all requirement definition for new product/process builds working jointly with many different business units.
•Responsible for driving the business requirements throughout the development cycle.  
•Analyze and diagnose root cause and execute solutions for order process issues to ensure timely problem resolution. 
•Build, with stakeholders, appropriate training and documentation around provisioning processes. 
•Facilitating extremely complex, diverse and/or technical product processing for Lumen products and services.
•Develop & write test use case scenarios
•Lead and Manage UAT across teams
•Act as SME for at least one Product and perform training and support for teammates

What We Look For in a Candidate

Qualifications:
•Bachelor's Degree or equivalent experience in Operations, Technology or related field
•2-5 years work experience in Basic Telecommunications / Technological team
 

Preferred Qualifications:
•Bachelor's Degree or equivalent experience in Operations, Technology or related field
•Intermediate Technical Certifications
•Customer Service Soft Skills
•Vendor Training
•Technical Project Management experience
•Experience in working in a fast-paced environment and dealing with ambiguity

Requisition #: 324152

EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”).  We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.  Job duties and responsibilities are subject to change based on changing business needs and conditions.
 

Salary Range

Salary Min :

57600

Salary Max :

128400

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :

57600

Salary Max :

128400

This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.