Purpose of the Engineer IV, Solutions Position: Works as part of a team providing technical expertise, consulting, and solutions design. The Solutions Engineer is an integral part of the complete customer lifecycle; including pre and post sales, project management, support, consultation, and advocacy. Functions as the technical adviser to the business unit and the client; will be responsible for proposal technical content. Take joint ownership of assigned accounts within multiple business groups, and be the technical account management lead regarding design. Responsible for communicating and sharing with assigned clients; details on emerging technologies that align with the service portfolio, solutions roadmap, and strategies of GCI Business.
Essential Duties of the Position:
Work with account management teams alongside Program Managers and Sales Managers; actively participating in sales, customer relationship management, and strategic program direction.
Support and participate in proposals, RFP/RFI/RFQ, and other similar sales responses; design solutions across multiple disciplines (Cloud, Security, Professional Services, UC, Transport, etc.) with; supporting literature, diagrams, write-ups, presentations, demos, etc.
Design solutions within the capabilities and products as defined by Product Management team.
Responsible for defining technical requirements for implementation by all associated technical services groups.
Maintain accurate detailed client records regarding; COGS, capital, and pricing data along with written scopes of work for estimations, projects, and operational service definition.
Functions as the SME source for client services technical details and working with technical services groups to ensure timely and consistent service delivery and support.
Remain current in technologies and industry practices of professional development to maintain a comprehensive understanding of the Telecommunications industry, the vertical industry, and the company’s systems, processes, product and service offerings and overall capabilities to enable effective client communications.
Participate in product development by contributing technical expertise and market awareness, as well as direct customer feedback to both the vertical program management and the Product Management group by identifying opportunities, assessing new technology, and testing new products.
Knowledge, Skills and Abilities:
Ability to extract hidden or unrealized customer requirements and gain consensus on these requirements with the customer – solution sales.
Ability to creatively synthesize solutions, within the scope and limitations of GCI products, services, and capabilities.
Must have extensive, demonstrated experience in design and implementation of complex IP networks.
Must possess an in-depth knowledge of transport mediums; including, fiber, satellite, microwave, and copper.
Experienced with voice and data communications equipment such as routers, switches, hubs, modems, gateways, network accelerators, firewalls, proxies, and associated interfaces.
Cisco and/or Juniper, route/switch expertise and certification are required.
IP Telephony and Videoconferencing, experience and certifications are desired.
Cloud computing and hosted applications as a service (IAAS, PAAS, SAAS) experience desired.
Familiarity with higher layer technologies, back-office functionality, and business applications is desirable.
Ability to clearly explain complex technical concepts to various audiences.
Ability to translate ambiguous customer needs into specific, deliverable requirements.
Must have highly developed communication – written and verbal – and interpersonal skills.
Demonstrated network documentation and Visio experience is desired
Executes work at a high level with minimal direction
Exemplary organizational skills and time management planning
Ability to lead ad-hoc brainstorming sessions with other GCI Engineering, Operations and Project staff to develop complex solutions that provide the functionality required by the customer and fit GCI engineering standards.
Ability to work constructively with multiple different groups to achieve a shared objective.
Must be able to manage conflicting priorities from multiple requestors.
Knowledge of or experience with enterprise, healthcare or education vertical markets is highly desirable.
Understanding and conversant about GCI and it’s; competitors, solutions, service strengths and weaknesses, and opportunities and threats.
Familiarity with rural Alaska is desirable.
30% Support the Solutions Design
Interpreting customer needs through direct and indirect communications
Reviewing of customer USAC filings and RFPs
Consulting with Sales and Program on strategy
Designing viable solutions that meet customer needs, Sales, and Program goals
Coordinating with Technical Services delivery for viability of all solutions designs
Gathering of all relevant data for requesting capital estimates, COGS, and pricing information
Analyze costing data to recommend pricing that is consistent with all funding and regulatory requirements
Write proposal language that accurately articulates the solutions in audience appropriate verbiage
Create technical sales diagrams that visually describe the solutions for incorporation in proposals, pre- and post-sales marketing, and customer requests
30% Program Support | Account Management
Define project requirements based on solutions and lead internal review processes to develop and implement sold services
Lead customer meetings with internal project and engineering resources
Provide support to Program and Sales as a technical expert
Act as customer advocate and provide guidance and feedback, during implementation, testing and support
Interface with internal groups throughout GCI as a technical representative of Program verticals and as an advocate for customers
Develop and maintain good customer relationships built on trust and respect
25% Customer Engagement
Identify and quantify customer needs with sales and program support for potential future sales opportunities.
Respond to remote and on-site requests for technical consultation.
Act as primary technical consultant for customer questions or concerns related to GCI Business products
Represent GCI technical expertise particularly during proposal presentation
Provide technical support consultation and advocacy, and escalation oversight as part of technical account management
Consults with customers on technical solutions from GCI and other vendors as part of an overall customer relations management strategy.
15% Product Development Support
Identify areas of opportunity for new features/products/services based on customer familiarity and insight
Assess technology and test new product opportunities; attend qualified sales and vendor presentations to keep current on trends in technology
Define and document technical product requirements for new features, revisions and products
Assist in product lifecycle management process: lifecycle planning, roadmap identification/documentation, decommission/transition, etc.
Develop a deep level of understanding of all GCI services and network architecture.
Additional Job Requirements: As part of a team, provides technical support to assure successful customer integration and implementation of established products. Supports the business groups sales plan through pre/post-sales technical consulting activities. This is an advance level positions an requires a high level of specific discipline expertise and ability to make technical decisions independently on significant engineering problems. Required to have knowledge of other engineering disciplines and capable of performing as project engineer for major, complex projects. Expected to provide technical leadership, oversight, and mentoring to junior engineers, sales and technical teams. Must have an excellent understanding of pre/post sales activities along with customer business and analysis of customer’s needs. Has latitude for independent judgment. Receives work assignments of a complex level with clear direction on assignment objectives, complex features, and possible solutions. Ability to make operational decisions.
Minimum of ten years’ experience for the degreed engineer in a professional discipline within the information technology discipline in a medium to large business, enterprise, organization.
Telecommunications experience highly desirable.
Years of telecommunications experience must be in the sales, design or implementation of at least three of these areas:
Data and IP Services (MPLS, VoIP, VPN, IP PBX)
Managed Network Services (LAN, WAN, CDN, Managed IP PBX, Wi-Fi)
Managed Security Solutions
Data Center Outsourcing (application hosting, managed storage)
Call Center Technologies (ACD, IVR, Customer Portal)
IT Applications Management (Web Services)
High School diploma or equivalent required.
Bachelor’s degree in Business, Computer Science, Telecommunications, or technical discipline required.
Or a combination of relevant work and/or education sufficient to perform the duties of the job may substitute for the degree on a year for year basis.
Master’s degree in Engineering may contribute to professional experience on a year for year basis.
Certifications: Industry specific certifications are highly valued and can contribute toward education.
Must possess a current professional level certification.
Professional Level Certification Examples: