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Job Description

Dimension & Scope:

This position is a highly technical role, providing post-sales support for delivery Solution Engineering services like Solution Design, Solution Acceptance, NE SW Upgrades and Network Reconfiguration/Migration. Will interfaces with the following functional groups on a day to day basis; Systems Engineers (SE), Service Project Managers (SPM), Technical Support, Field Service Engineers, Customer Service Manager, Sales Account Team, Training and Documentation. Experience with Multivendor equipment, DCN Design, Layer2-3 knowledge, script creation and complex reconfiguration is required. Experience with UNIX and SUN/Oracle systems would be beneficial.

Primary Duties and Responsibilities:

Works with the SE and SSM Teams to review specialized/non-standard Customer Requirements and provide customized Deployment SOW Estimates.
Provide technical guidance to the SE to ensure that the Network Design meets both Customer and Serviceability requirements
Analyzes the Network Designs provided by the SE to ensure that the Deployment and In-Service Upgrades of Ciena Equipment are performed in a consistent manner allowing for the delivery of a high quality and cost efficient service. Uses Technical Knowledge and Experience to translate the Network Designs into a Solution Design for New-Build, reconfiguration and Network Upgrade Projects.
Gathers and Analyzes Customer Network Data and develops the migration strategy required to ensure a successful transition onto the Ciena platform.
Reviews the Technical Deployment Package details with both Internal and External Resources to ensure that the are understood by all members of the Deployment Team
Serves an escalation point for issues/problems related to the Technical Deployment Package contents. Works with the SE, Customer, and Internal Ciena Groups to resolve any design or product related issues and translates resolutions to the field
Responsible for archiving the As-Built Documentation Sets for future network upgrade support
Provides Off-Site Maintenance Window and Escalation Support to Field Forces during In-Service Network Upgrades. Typically off hour support (Weekend and nights).
Participates on Customer kick-off calls and provides support to the Deployment Project Managers as the Technical Subject Matter Expert (SME)

Required Soft Skills:

Demonstrated ability to work directly with various cross-functional groups to resolve issues and establish best practices
Excellent presentation and persuasion skills
Excellent Customer Service interaction skills
Excellent written and verbal communications skills
Expert knowledge of MS Office applications (Visio, Excel, Power Point, etc.)
Strong leadership ability
Ability to handle travel (approx. 25%)
Ability to work at night on maintenance windows (20%)
Ability to handle multiple projects simultaneously
Ability to review and analyze project information quickly and accurately
Ability to take a conceptual design and develop a process to make it a reality
Ability to work in a collaborative environment
Ability to provided direction and recommend best practices to both internal and external resources
Communications/technology focused career goals

Education and Experience:

Bachelor’s degree in telecom/ IT/ Electrical/ Communication/ Computer Science/ related field
Programming/ Scripting/ Automation skills in python or any other language
Experience having worked in matrix organization that includes demonstrating strong influencing and collaborative skills across multiple teams
At least a year's experience in technical support, network engineering, customer support is desired

Competencies:

Customer First
Velocity
Building Relationships
Business and Financial Acumen
Influencing Others

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At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard. Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

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