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SR POST SALES ENGINEER

Company: CenturyLink
Location: Salt Lake City
Posted on: September 21, 2019

Job Description:

About CenturyLink CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world's best networking company by solving customers' increased demand for reliable and secure connections. The company also serves as its customers' trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business. Job Summary The Sr Post Sales Engineer will interface with various levels of management and multiple internal work groups and organizations to lead and direct customer service improvements, resolve customer service problems and issues, and act as the primary technical resource to the customer. Will provide a single point of contact for assigned accounts and are accessible 24x7. Job Description Some areas of customer service and technical responsibilities are: * Providing customers with a superior customer service experience through communication, coordination, and facilitation. * Will perform escalations to help facilitate timely and accurate resolution of repair issues. Will develop service improvement plans, process issues and solutions. * Will be the post-sales technical resource for customer and account team questions, escalations, and information. * Manages the overall health and welfare of complex voice and data products and services that are challenging and unique to ensure the highest level of customer satisfaction. * Will lend expertise for responses to proposals; specifically addresses any items on RFPs pertaining to how CenturyLink performs maintenance, change management and proactive monitoring on products. Our Post Sales Engineers are expected to have firm technical expertise in the following areas: * CPE - A solid understanding of M13s, fiber muxes, high end aggregation, core routers, switches, VOIP, and their applications from local access to the enterprise and WAN environments. * WAN protocols - a solid understanding of network protocols. * Products - A solid understanding of Private Line, ATM, Frame Relay, IP, ISDN and Voice Services. * Industry Terminology - A solid understanding of the OSI model and principles, and a solid understanding of industry terminology i.e. POPs, COs, muxing, CPE, ILEC, HiCap. * Voice/Data network design principles - A solid understanding of network design to include components end to end. A strong understanding of voice switching. * Managed Services-Including data center, cloud, advanced IT services, software/applications, and consulting. * LEC Provisioning and Maintenance - In-depth knowledge of basic processes and the management of LEC activities. * Data Services - A firm understanding of IP routing protocols such as RIP, OSPF, NLSP, IGRP, EIGRP, BGP, EGP, IGP and how they are utilized and the impacts they present in the WAN environment. A firm understanding of IP addressing/subnetting, including private address space. * Voice Services - A firm understanding of the switched and dedicated networks including VNS dial plans and basic strategies in their application within the network. A good working knowledge of inband/OOB signaling protocols, SS7 network and routing, VOIP and SIP. * Network Capacity Planning - Identify and make recommendations for capacity augments where necessary. * Trouble Isolation Procedures - Work with customer and CenturyLink operations technicians to identify when loopbacks are present as well as when they may be necessary to fault isolate or temporarily restore services. Able to identify and recommend test patterns used to assist in trouble resolution of DS-1 and above services. Ability to use basic router commands to assist in fault isolation and trouble resolution. Qualifications Basic Qualifications: * Bachelor's degree in Engineering or a related field and/or 6 years of equivalent experience in lieu of degree. * 5 years industry experience supporting voice data networks of large business customers. Preferred Qualifications: * Strong analytical, decision making, problem solving, negotiation, communications (oral and written), organizational, project management, team work and presentation skills to lead and influence customer and cross- functional teams * Ability to work autonomously on multiple projects and associated deliverables while maintaining strong customer focus * Proficiency with MS office product suite (Excel, PowerPoint, Word and VISIO) Education

Keywords: CenturyLink, Orem , SR POST SALES ENGINEER, Engineering , Salt Lake City, Utah

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