Engineer, Network, Voice and Brand Standards

Allbridge• Remote, Remote, US, Remote

11d•Hybrid

About The Position

The Engineer, Network and Voice Enablement and Brand Standards serves as the technical escalation point for network and voice questions coming from Support, Installation, and PM teams, while owning the longer term work of reducing how often those escalations happen in the first place. This role establishes a baseline skills assessment, builds new hire onboarding content, defines a clear RACI for when issues should escalate to Engineering or SE, and builds training and certification programs so Support, Installation, and PM carry more of the technical load independently, and in some cases reach full vendor or brand certification. Reference and training content is maintained in the existing SharePoint knowledge base. This position also owns full documentation and organization of technical standards for an assigned set of corporate brand partners, across all relevant product lines including network, voice, video, and property technology. This includes managing the recurring cadence meetings with those assigned brands, coordinating attendance from other internal teams, and maintaining an organized, current record of every standards change so it is properly communicated and stored for reference. This role owns a subset of Allbridge's major brand partners rather than the full brand portfolio, with additional headcount planned to own the remaining brands.

Requirements

Minimum of five years (5+) of experience in network and voice technologies, with exposure to both technical support or installation and training or enablement functions.
Working knowledge of network technologies (Ruckus, Aruba, Cisco, Meraki, Nomadix) and hosted voice or UCaaS platforms (BluIP, EvolveIP, Mitel, SIP, PBX).
Experience designing training curriculum, onboarding programs, and managing certification programs, vendor led or internally built.
Experience maintaining technical documentation in SharePoint or a similar knowledge management platform.
Strong documentation and organizational skills, with the ability to maintain a large and evolving standards library.
Excellent interpersonal, communication, and presentation skills across technical and non-technical audiences.
Experience facilitating cross-functional meetings with both internal teams and external partners.
Positive and committed initiative taker, structured, goal oriented.
Strong sense of ownership, and comes across as a likeable and trustworthy professional.
Strong collaborator who embraces a dynamic and rapidly changing product environment.

Nice To Haves

Experience defining escalation frameworks or RACI models across technical support functions is a plus.
Experience working with corporate brand partners, such as Marriott, Hyatt, or Hilton, and familiarity with brand compliance requirements is a plus.

Responsibilities

Serve as the technical escalation point for Support, Installation, and PM on network and voice questions.
Track escalation volume and root cause by product line to identify recurring knowledge gaps.
Conduct a baseline skills assessment of Support, Installation, and PM teams within the first 90 days, and on a recurring basis thereafter, to identify gaps and track training progress over time.
Design and deliver training curriculum targeted at the highest frequency and highest impact gaps.
Own new hire onboarding curriculum for network and voice technical content across Support, Installation, and PM teams.
Maintain the network and voice technical knowledge base in SharePoint, organized for easy reference by Support, Installation, and PM teams.
Identify and manage certification paths, vendor or brand specific, for Support and Installation staff.
Define and maintain a RACI for network and voice technical escalations, clarifying what is owned within Support, Installation, and PM versus Engineering or SE, and the criteria for escalating beyond that RACI.
Work to reduce the volume of technical escalations that require engineering or product involvement over time.
Own full documentation of technical standards for an assigned set of corporate brand partners, across network, voice, video, and property technology product lines.
Maintain a single, organized source of truth for assigned brand standards in SharePoint, kept current as changes occur.
Communicate every standards change to all impacted internal teams in a structured and consistent manner.
Organize documentation so it is easily referenced by Support, Installation, PM, Engineering, and Product teams.
Coordinate with other engineers or teams that own standards for brands outside this role's assignment, to keep the overall standards library consistent in format and organization.
Own and manage recurring cadence meetings with assigned corporate brand partners covering network, voice, video, and property technology topics.
Coordinate attendance from relevant internal teams for each cadence meeting.
Fully document meeting outcomes, decisions, and any standards changes discussed.
Incorporate meeting outcomes into the brand standards documentation and communicate them to affected teams.
Maintain the meeting calendar and track open action items to closure.