AV Operations Engineer

Ameriprise•Minneapolis, MN

6d•Hybrid

About The Position

The AV Operations Engineer will support and continuously improve enterprise audio/visual, video conferencing, and collaboration room technologies across a highly regulated financial services environment. This role is responsible for the reliable operation of conference rooms, executive meeting spaces, town halls, hybrid collaboration experiences, and Microsoft Teams Rooms and Zoom Rooms platforms. The engineer will provide day-to-day operational support, incident response, vendor coordination, monitoring, documentation, lifecycle management, and proactive service improvements that enhance meeting reliability and the end-user experience.

Requirements

5+ years of experience supporting enterprise UC, AV, video conferencing, or collaboration technologies.
3+ years of hands-on experience with Teams Rooms, Zoom Rooms, conference room hardware, and AV infrastructure.
3+ years of experience supporting executive rooms, critical meeting spaces, or hybrid collaboration environments.
2+ years of experience with monitoring, ticketing, incident, problem, or change management processes.
2+ years of experience partnering with users, executives, vendors, and technical teams to resolve issues.
Strong communication skills with the ability to explain technical issues clearly.
Ability to support occasional after-hours work or on-call escalation.
Applicants must have a valid work authorization that does not now, or in the future, require visa sponsorship for employment in the United States (e.g., H-1B, F-1 CPT, F-1 OPT, TN).

Nice To Haves

7+ years of experience in enterprise UC, AV operations, collaboration engineering, or conference room technology support.
5+ years of experience with Teams Rooms, Zoom Rooms, Webex, Cisco, Poly, Crestron, Logitech, Shure, Biamp, Q-SYS, or similar UC/AV platforms.
3+ years of experience supporting executive rooms, town halls, hybrid events, live cameras, presentation systems, microphones, and event workflows.
3+ years of experience partnering with AV integrators, vendors, facilities, real estate, security, architecture, and business stakeholders.
2+ years of experience analyzing incidents, identifying reliability trends, and driving measurable service improvements.
2+ years of experience with hardware standards, lifecycle planning, operational readiness, vendor performance, or service roadmaps.
Working knowledge of ITIL practices for incident, problem, change, service transition, and operational governance.
Experience with PowerShell, automation, reporting, or dashboards to improve operational visibility is a plus.
Relevant certifications such as ITIL Foundation, CTS, CTS-I, CTS-D, Teams Rooms, Zoom Rooms, or manufacturer-specific AV certifications are a plus.

Responsibilities

Serve as a technical owner for enterprise AV and conference room operations, with a strong focus on room reliability, meeting quality, and user experience.
Support Microsoft Teams Rooms, Zoom Rooms, room control systems, displays, microphones/speakers, cameras, DSPs, and related collaboration technologies.
Monitor room and platform health using available management, telemetry, and reporting tools; identify trends, recurring failures, and opportunities to reduce service disruption.
Perform routine operational reviews, preventative maintenance, firmware/software validation, and readiness checks for critical rooms and collaboration spaces.
Create and maintain knowledge articles, operational runbooks, support procedures, room standards, and troubleshooting documentation.
Provide operational ownership and technical coordination for AV-related incidents, including executive escalations, high-impact meeting issues, and recurring room reliability concerns.
Partner with service desk, field support, network, endpoint, Microsoft 365, facilities, real estate, security, and vendor teams to restore service and resolve root causes.
Drive problem management activities including trend analysis, corrective action planning, recurring incident reduction, and post-incident follow-up.
Participate in change management activities by assessing risk, validating implementation plans, supporting production readiness, and ensuring clear backout procedures.
Provide after-hours or on-call support when needed for critical incidents, executive events, production changes, or major business meetings.