Technical Design Engineer

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

The role of the TDE “Technical Design Engineer” will be to work with clients to collect and complete all technical detail needed to install advanced services. This includes, design and onboarding for Voice+.

The TDE’s customer engagement will be coordinated & scheduled by project management. Once scheduled, the TDE will complete high-level design documentation & will perform a detailed low-level configuration in the respective portal or systems. As identified during the low-level design, the TDE is responsible for facilitating change requests & quotes on the customer’s behalf, including any/all required documentation to seamlessly facilitate in-flight change for a customer.  

Duties include but are not limited to:

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

a. Introductions and description of the implementation process

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

c. 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)

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

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

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

a. 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.?

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

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

a. Frequently Asked Questions, self-service guides, etc.  

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

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

Qualifications

Job Experience – 5+ years of experience designing advanced managed services

Education – Bachelor’s degree

Certifications – Voice+, Broadsoft, Ring Central

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Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best