XO Communications is looking for a Senior Customer Support Engineer in Raleigh, NC

Position Description:

The Post Sales Principal Solutions Architect will be responsible for working in collaboration with the Sales Engineers and Principal Solutions Architects in leading the development of post-sales engineering, implementation and repair support for XO's largest and most prestigious accounts. They will work closely with the pre-sales Engineering staffs in managing the implementation and ongoing management and support of the solutions that the pre-sales Engineering teams have developed with regard to design integrity, consistency and quality, for XO's voice and data applications. This individual will ensure that the customer’s entire network and architecture are taken into consideration when XO makes additions, changes and updates to the XO and/or customer network. In addition, the Post-Sales Principal Principal Solutions Architect will act as the cross-departmental technical, system and process liaison.

Essential Duties and Responsibilities:

Provides senior level sales engineering support on a national basis in support of large, strategic Business Services sales initiatives.

 Support network design, implementation and migration planning, complex project implementation, solution documentation and drawing creation.

Support Tier III operations in trouble isolation, action plans, resolution and communication to the customer with 24/7 availability.

Creates Process, Procedure and Design documentation for Operations, Implementation & Order teams as it relates to unqiue customer needs and applications.

Support Project Management and Client Support Management on all implementation and life-cycle activities related to the customer.

Support Implementation Engineers with site activations, migration plans and ensure quality control on implementations.

Ensure network integrity and quality control by creating and adhering to standards in design, configuration templates, IP Address management, Security, device naming, etc.

Review, process and provide instructions for MACD/Change orders. Adhere to the Change Management process.

Interface with Technology Team, Internal Engineering, Labs and approval teams in the design and implementation of new solutions and products.

Support network and performance analysis, network and configuration audit/reverse engineering, and site surveys.

Minimum Qualifications

Education: Bachelor's Degree

Licensures: Advanced Cisco or Industry standard Certification including CCNP, CCIE (preferred).

Relevant Work Experience:

6-8 years of field telecommunications/data sales/technical experience, at least 50% of which should be working with Large, Strategic, or National level customers requiring cutting-edge technology or complex applications.

Supervise Staff? No

If yes, please provide list of titles and count.

Knowledge, Skills and Abilities

Basic Computer Skills Required? Yes


MS Office







TBS (preferred)

Operating Systems

Cisco and Junos (preferred)

Candidate will need to be able to pass government security background check

Other Job Specific Skills • Suitable Industry Certification and demonstrable appropriate competence in all related areas of technology are also required for this position. Additionally the following are required:

-Data networking: Internet/IP-VPN, Managed CPE, optical networking and NextGen integrated telecommunications

- VPN, IN Services and VoIP, Managed CPE including ACD/IVR.

-Extensive knowledge of IP Networking, IP Protocols, MPLS, Ethernet, VPNs, Firewalling and Security, Routing Protocols, Wavelength, IP Telephony, Digital Hierarchy, Routing/Switching, TCP/UDP, WAN/LAN, Hosting, Managed Server Collocation, IP and TDM PBX systems, Voicemail, Centrex

Routing Protocols: BGP, OSPF, EIGRP.

Route filtering, preference control, redistribution and aggregation

-IPv4 and IPv6 (management, implementation)


-Voice and VOIP(SIP) Solutions & Design

-QoS Design and Implementation(Video, VoIP, Transactional Services, etc)

-LAN Switching: Access, Distribution & Core layer, Spanning-tree, HSRP, 802.1q trunking, PoE

-Equipment: Cisco ASR & ISR, Cisco ASA Firewalls/IDS/IPS, Cisco Switches, Juniper, Arista, HP, VoIP Gateways, Session Border Controllers, PBX, SIP Endpoints

-Access: PRI, T1 - T3, Inverse Multiplexing, MLPPP, 10Mbps - 100Gbps Ethernet

Strong written, oral communication skills to include presentation skills, interpersonal skills, and a professional business image; Must be knowledgeable and skilled in the area of sales presentations, sales cycles, and closing of sales; customer focused, results oriented

Consultative approach to providing customer solutions and design; demonstrable experience in designing large, global networks with multiple services; Experience of teaming effectively with others across different disciplines, functions and organizations

High-level solution thinking and business process understanding, producing effective solutions; must be comfortable conversing expertly and clearly with customers at all levels; must maintain a diplomatic and problem-solving attitude at all times

Willingness to travel; technical writing ability


If intersted please contact Simone R. Morgan at 813.907.5353 or
[email protected]

Thanks for your conisderation

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