Technical Design Engineer

Brightspeed•Charlotte, NC

3d•Hybrid

About The Position

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.

Requirements

5+ years of experience designing advanced managed services
Bachelor’s degree
Voice+, Broadsoft, Ring Central

Responsibilities

Customer Onboarding - High touch engagement with the customer and/or vendors once the order is closed/submitted.
Introductions and description of the implementation process
Review the order with the customer – Seats, Devices, Features
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)
Work with sales to identify what is needed on a new quote and order to fill the gaps
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.
Coordinate with project management any/all required details to support with the scheduling of installation.
Provide day 1 test & turnup support to customers . Ensuring successful customer onboarding and activation.
Identify platform or product gaps , providing feedback to product management.
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.?
Perform new feature interoperability testing , including any necessary UAT. Documenting and communicating all defects or improvements to product management.
Create, modify, or update platform, feature, portal, and device documentation as needed.
Frequently Asked Questions, self-service guides, etc.
Provide single point of contact for large customer onboarding projects.
For large/complex opportunities identified by leadership, provide SME support for pre-sales discovery and solution development.