Solutions Engineer

Solutions Engineer Job

Employment Type: Full Time

G12 Communications delivers a comprehensive portfolio of Cloud-Based EnterpriseGrade communication services. G12 Communications deploys services nationwide and throughout 45 countries. Be a part of one of the nation’s leading providers of next generation Cloud-Based Enterprise-Grade communication services. This opportunity provides competitive pay, benefits, no commute, and a substantial opportunity for career growth.

Primary Responsibilities:

Responsible for feature definition, feature/service design, service delivery, post deployment support and training for Cloud PBX, Integrated MS Teams, and Cloud Contact Center services. Includes the customized design, buildout, review, testing and training support for new service deployments. Also provide the sales engineering support, test (trial) system deployments and support for selling complex system and solutions. Also responsible for providing Tier 3 and 4 support across all G12 services.

• Provide engineering and technical support across all G12 Services with primary focus on Cloud PBX, Integrated MS Teams, and Cloud Contact Center services
• Work directly with customers to identify system requirements, design solutions and deliver best in class customized services and solutions • Work directly with internal G12 provisioning team assisting is the design, development and deployment Cloud PBX, Integrated MS Teams, and Cloud Contact Center services.
• Lead in the development and documentation of all service description, feature definition, and feature capabilities
• Maintain service roadmaps for Cloud PBX, Integrated MS Teams and Cloud Contact Center services
• Manage, maintain and communicate new platform features and release dates 
• Update service descriptions and data sheets for Cloud PBX, Integrated MS Teams, and Cloud Contact Center service
• Responsible for all Contact Center deployments including sales engineering, custom solution design, feature and system deployment, system integration, user training and post deployment support
• Responsible for the development of training programs for Cloud PBX and Contact Center Services including training outline, documentation, materials and internal train the trainer programs
• Develop contact center training program for internal support team and assist with the development internal support team training for contact center services
• Provide customer training for new system build and deployments
• Provide assistance to Tier 1 support team to train on basic system features and assist with support related issues
• Assist in the design and build of complex Cloud PBX, Integrated Teams, and Contact Center deployments
• Provide Tier 3 & 4 support for all Cloud PBX, MS Team Integration and Cloud Contact Center Services
• Evaluation and testing of new feature deployment on our Cloud PBX and Contact Center systems
• Support with all system and platform upgrades
• Build out and support test environment for Cloud PBX and Contact Center Services
• May require off hour, evening, and weekend ticket support and resolution

Required Skills:

• Strong technology vision and leadership skills
• Experience leading technology, IT, engineering, support, and provisioning teams/organizations
• Extensive knowledge deploying and managing cloud-based carrier phone and contact center systems
• Knowledge in IT infrastructure and design management
• Experience with Telecom networks, trunking design and management
• IP Networking including routing and switch design
• Knowledgeable with customer phone system configurations and call flow management
• Technology project management experience
• Strong 3rd party vendor and partner management skills, coordinating ticket activity and technical and service resolutions
• Experience providing phone and email technical support to business customers
• IT desktop experience and knowledge of customer LAN setups
• Knowledgeable with Ubuntu operating system
• Extensive knowledge with large data files and CSV file manipulation
• Ability to work with customers and build exceptional customer relationships
• Solid organizational ability, exceptional time management skills, and adept at working independently and in team environments
• Knowledge in working with cloud-based project management, workflow management, ticketing, and support software
• Self-starter able to work independently in a home office environment
• Exceptional communication skills both written and verbal
• Strong writing and documentation skills
• Self-starter able to work with minimal supervision

Desired Education, Skills and Certifications:

• Bachelor’s degree in Engineering, Computer Science or equivalent
• 5+ years of engineering, IT, and telecom networking experience
• Server deployment, server management, Linux, Ubuntu operating system experience
• Proficient in Visio, Microsoft Office, MS Excel, MS Word, MS PowerPoint, MS Teams and ZenDesk
• Experience working in a virtual and/or home office environment

Other:

• Requires a private home office environment with a dedicated network connection with sufficient bandwidth to operate a virtual home office in a cloud environment
• Comfortable communicating via video conferencing with both customers and internal staff

This job description reflects management assignment of essential functions; and nothing in this herein restricts managements right to assign or reassign duties and responsibilities to this job at any time

Ready to join us?