Customer Experience Engineer

Spectrum’s Product and Technology team creates, develops, and operates the nation’s fastest mobile service, most reliable Internet service, most viewed live TV app, and the most advanced WiFi, serving millions of users and devices. We are transforming the next era of connectivity and entertainment experiences. Our goal in the Software Development Information Technology organization is to help Spectrum succeed by securely and rapidly delivering the best and most efficient technology in support of our business. We do this through a mix of delivery teams, operations functions, and corporate shared services like Architecture, End-to-End Test and Security.

BE PART OF THE CONNECTION
Under minimal supervision, the Video & Voice Engineer II primary role is hosting high level executive meetings including Webinars for All Hands Meetings. Develops diagrams/documentation after implementation of conferencing services. Works with the Voice Video III team and associated vendors during conference room commencements. Maintains the design and process standards for conference room features and technology. Acts as an escalation to the team for daily health checks on all video and voice systems and conference room testing.

WHAT OUR VIDEO & VOICE ENGINEERS II ENJOY MOST
Actively and consistently support all efforts to simplify and enhance the customer experience
Design, plan and execute high level communication and guidance for Charter involving enhancements, changes and feature sets in relation to the collaboration platforms.
Design and deliver project solutions to customers and vendors for deployment at Charter locations.
Plan and develop long term collaboration strategies for the company.
Design and distribute How to Guide and end user support documents.
Provide companywide training on Voice and Video products and advise on Best practices Identify and publish new features, standards and product announcements for Charter in relation to voice video platforms on the company intranet.
Build out, Host and troubleshoot Senior Executive all hands meetings, Town halls to include Spectrum enterprise.
Lead the monitoring of phone, video and web conference usage and statistics and report and advise on this data to research recurring patterns and to establish key performance indicators.
Lead intake, diagnosis and troubleshooting efforts on voice, video and web conferencing technology through the Company ticketing system.
Provide expertise in the usage of tools such as: Cisco WebEx Teams, Cisco video conference, TMS, Avaya Meeting exchange to research, troubleshoot, diagnose and resolve telephony and video conference network issues, IP connectivity issues, NIU (Network Interface Unit) issues.
Work with Video Voice III team on design, installation, programming and maintenance for highly complex enterprise voice platforms ensuring the secure, stable, optimal operation of company’s TDM and IP voice infrastructure.
Manage the intake process of telephony and video conference project plans for various sites (micro, moderate, multitiered, etc) and provide knowledge in the design planning, system specifications for implementation and execution of approved plan.
Assist in the planning for disaster recovery and restoration scenarios and participate in the restoration and issue resolution efforts during major outages.
Coach Voice and Video Specialist and guide team members on complex issues.
Lead documentation and support of voice platform implementations.
Work on one or more projects as a project team member, occasionally as a project team lead.
Provide 2nd level onCall support and escalation point of contact for Operations team and manage tier III escalations for customer issue and infrastructure resolution.
Perform other duties as requested by supervisor.

Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Extensive knowledge of telecommunication protocols and telephony network architecture.
Extensive knowledge in audio visual conferencing solutions, including WebEx services.
Extensive knowledge of IP networking and routing protocols
Extensive knowledge of audio video infrastructure
Extensive knowledge of Cisco WebEx tools and Control Hub
Working knowledge of Cisco Cube transport technology
Ability to use personal computer and software applications
Specific areas of accountability include:Executive support
Executive level customer white glove support
Infrastructure management
Monitoring System documentation
Capacity planning
Traffic engineering
Incident response
Performance analysis
Maintaining and streamline collaboration tools for Charter
Ability to identify technology uses and advises leadership on new tools, softwares and options related to Voice and Video Products

Required Education
Bachelor's degree in related field or equivalent work experience
Required Related Work Experience and Number of Years
Executive level customer service - 5+ years
Audio Video and Telecommunication experience - 3+ years
Voice operations experience in provisioning, administering, supporting TDM and VoIP telephony platforms - 3+ years
Expertise in Voice and Video collaboration products and solution design - 3+ years

INO302 2024-39836 2024
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
This job posting will remain open until 2024-10-11 06:00 PM (UTC) and will be extended if necessary.
The base pay for this position generally is between $75,200.00 and $120,000.00. The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses.