CBTS

Customer Support

• Provide leadership and guidance to the Service Desk team and internal stakeholders
• Monitor and manage ticket queues to ensure proper assignment, prioritization, and resolution of customer issues
• Maintain exceptional ticket documentation and SLA attainment
• Identify trends, address recurring issues, and develop methods to monitor ticket queues
• Engage in Service Coordination and/or Implementation Coordination activities
• Drive continuous service improvement, evaluate customer satisfaction, establish goals and metrics, and provide reporting and feedback to the business
• Support launch of new products or system enhancements

Managed Services Support Specialist

Network Engineer

• Lead technical deployment projects, including implementation plans, methods of procedure, and resource identification.
• Engineer and configure customer orders within established processes and timelines.
• Capacity Planning: Collaborate with Network Planning to manage growth and capacity.
• Monitor network performance and communicate capacity needs.
• Network Design & Implementation: Implement network designs that meet performance, reliability, and scalability requirements within SLAs.
• Serve as technical lead on complex network projects.
• Cross-Functional Collaboration: Represent Network Engineering on cross-functional product and project teams.
• Contribute to the development, launch, and implementation of Professional Services offerings.

Network Engineer III

Solutions Engineer

• Architecture & Pre-Sales: Assist in technical pre-sales engagements, collaborate with sales teams to understand client requirements and translate them into data and AI solution architectures. Develop and present solution proposals, technical designs, and ROI analyses. Conduct technical deep-dives and workshops; utilize rapid prototyping and PoC development.
• End-to-End Data Solution Delivery: Design, develop, and implement scalable data pipelines on AWS/Azure leveraging Snowflake/Databricks; lead development and operationalization of ML models; drive adoption; ensure data quality and governance; apply DevOps/MLOps for production deployment.
• Client Relationship & Advisory: Serve as primary technical contact; translate insights into actionable business recommendations; nurture client relationships; maximize billable utilization and identify upsell opportunities.
• Technical Leadership & Mentorship: Provide guidance to junior members; contribute to knowledge base; stay current on data engineering, cloud computing, and AI trends.

Data & AI Solutions Architect

• The Network Engineer IV is responsible for the discovery, design, implementation, and transition of network infrastructure for new builds or upgrades.
• Works with project managers to provide updates on timelines, milestones, deliverables.
• Performs comprehensive network discovery activities to assess existing infrastructure.
• Implements network solutions and manages handoff to operational support teams.
• Creates and updates detailed documentation for implemented network solutions.
• Participates in ITIL activities, including change, incident, and problem management, as well as configuration management (CMDB).
• Collaborates with project managers on task assignments, status updates, and project deliverables.