Customer Solutions Designer III - Tempe, AZ, Tulsa, OK, Broomfield, CO
About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
The Role
Customer facing position reponsible for technical data gathering to esablish the most effective design and configuring service on the network.
The Main Responsibilities
Essential Job Duties
Provides complex conceptual and tactical solutions to customers networking requirements.
Optimizes existing designs by demonstrating good judgment in selecting methods and techniques for obtaining solutions.
Provides training and job shadowing support to peers through: OJT, classroom training, and job aides.
Provides technical expertise and team leadership during difficult scenarios affecting: order delivery success; customer experience; and business continuity.
Provides timely written status updates in the ordering systems and sets appropriate jeopardy status and engages appropriate resources to overcome obstacles which impeding order progress.
Manages a work queue of provisioning orders, meets metric performance for all tasks, and completes designs/configurations on-time and with accuracy.
Behavioral & Technical:
Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
Collaborative skills and use a team approach to accomplishing work.
Verbal, written and interpersonal communication skills.
Excellent negotiating and persuasive skills to lead teams through change.
Ability to motivate others, use good teamwork skills, including development of interdepartmental relationships and the ability to make complex decisions.
Work closely across business units to implement necessary process changes that solve problems for all Lumen customers.
Provide technical expertise and skills as needed, also providing information for lower techs to complete tasks on their own
Demonstrate ability to process tasks as assigned for one or more Lumen IP product
Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work
Process orders according to SLAs, On Time Performance and quality standards
Man
Escalate to a higher level as needed
Able to provision install, change and disconnect orders with a strong focus for quality and customer care.
Providing escalation support for lower level techs
Respond to more complex maintenance and troubleshooting requests
Manage all requirement definition for new product/process builds working jointly with many different business units.
Responsible for driving the business requirements throughout the development cycle.
Analyze and diagnose root cause and execute solutions for order process issues to ensure timely problem resolution.
Build, with stakeholders, appropriate training and documentation around provisioning processes.
Facilitating extremely complex, diverse and/or technical product processing for Lumen products and services.
Develop & write test use case scenarios
Other duties as assigned
Lead and Manage UAT across teams
Ability to train existing staff and new hires.
May lead monthly process update meetings for entire design team.
May conduct quality audits to ensure consistent and effective use of process.
May provide UAT for new process or system enhancements.
Manage strategic planning across multiple teams/stakeholders
Act as SME for multiple Product or Processes and perform training and support for teammates
What We Look For in a Candidate
Qualifications:
Assoc degree or equivalent education and relevant experience.
7-9 years related experience in specific area or equivalent.
May require technical certification.
Preferred
Qualifications:
Bachelor's Degree or equivalent experience in Operations, Technology or related field
Experience in working in a fast-paced environment and dealing with ambiguity
Working towards Six Sigma or Lean certification
What to Expect Next
Requisition #: 249973
EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, protected statuses ). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Disclaimer
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.
|
|
 | |
