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Solutions Engineer

Charlotte, North Carolina;

Job Description:

Position Summary

Solution Engineer role requires technical, experiential, and process expertise to ensure the Bank’s Real Time Communication services are engineered to be fit for purpose for Bank associates and clients. (Real Time Communications includes enterprise Collaboration, Audio, Video, and Voice/ telephony.) Solution Engineer takes a holistic approach, end to end view of the service and ensures that designs are frictionless to end users.  Solution Engineer will manage a “tollgate” to ensure new services, or changes to existing, have been engineered with the end user in mind, and puts a plan together on how service changes are communicated.

Required Skills

Bachelor Degree or 10 years of relevant experience in lieu of degree

Must have exceptional time management skills, be customer oriented and strong organizational, execution, and delivery skills.
-
Demonstrated knowledge of Real Time Communications services such as Webex, Zoom, Skype, Cisco Enterprise Voice, IPC Trader Voice, Audio Conferencing solutions including reservationless and Event
•-Strong analytical and organizational skills, including attention to detail, and ability to determine effective course of action as required
•-Detailed understand of how Real Time Communications services are used, and ability to articulate to others
•-Ability to thoroughly review, understand and interpret technology updates for applicability in the environment we support
•-Ability to interact effectively with all levels of customers and leadership
•-Ability to handle multiple tasks simultaneously and respond under pressure
•-Intermediate proficiency in Microsoft Office Suite and advanced proficiency with Microsoft Visio

Desired Skills

•-Accountable for end-to-end product expertise in how Real Time Communication services work, both out of the box and as deployed at the Bank
•-Accountable for managing feature change and adoption, using a “do no harm” mindset to ensure frictionless adoption
•-Define use cases to outline, from user’s point of view, the optimal feature sets across services
•-Define/Design User Experience; what they need, what they value, their abilities, and their limitations in respect to the service offering
•-Create communication plans and user notifications ensuring accuracy of step by step instructions
•-Work with Product, Architecture and Engineering, Vendor, and Service Providers to understand change and impact
•-Create the methodology to drive adoption and ongoing use of a new service offering
•-Develop risk assessment and mitigation plan for pre, during, and post transformation
•-Ensure feature sets adheres to security, compliance, and regulatory requirements
•-Define criteria and benchmark measurements for service launch success
•-Provide supporting materials for bank toll gates
•-Design learning maps that will help enhance the skills and capabilities of end users
•-Establish and conduct knowledge share sessions with support teams and employees
•-Manage pilots, collect feedback and modify plan as needed
•-Identify and run go no/go criteria meeting for service launch/change

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Position Summary

Solution Engineer role requires technical, experiential, and process expertise to ensure the Bank’s Real Time Communication services are engineered to be fit for purpose for Bank associates and clients. (Real Time Communications includes enterprise Collaboration, Audio, Video, and Voice/ telephony.) Solution Engineer takes a holistic approach, end to end view of the service and ensures that designs are frictionless to end users.  Solution Engineer will manage a “tollgate” to ensure new services, or changes to existing, have been engineered with the end user in mind, and puts a plan together on how service changes are communicated.

Required Skills

Bachelor Degree or 10 years of relevant experience in lieu of degree

Must have exceptional time management skills, be customer oriented and strong organizational, execution, and delivery skills.
-
Demonstrated knowledge of Real Time Communications services such as Webex, Zoom, Skype, Cisco Enterprise Voice, IPC Trader Voice, Audio Conferencing solutions including reservationless and Event
•-Strong analytical and organizational skills, including attention to detail, and ability to determine effective course of action as required
•-Detailed understand of how Real Time Communications services are used, and ability to articulate to others
•-Ability to thoroughly review, understand and interpret technology updates for applicability in the environment we support
•-Ability to interact effectively with all levels of customers and leadership
•-Ability to handle multiple tasks simultaneously and respond under pressure
•-Intermediate proficiency in Microsoft Office Suite and advanced proficiency with Microsoft Visio

Desired Skills

•-Accountable for end-to-end product expertise in how Real Time Communication services work, both out of the box and as deployed at the Bank
•-Accountable for managing feature change and adoption, using a “do no harm” mindset to ensure frictionless adoption
•-Define use cases to outline, from user’s point of view, the optimal feature sets across services
•-Define/Design User Experience; what they need, what they value, their abilities, and their limitations in respect to the service offering
•-Create communication plans and user notifications ensuring accuracy of step by step instructions
•-Work with Product, Architecture and Engineering, Vendor, and Service Providers to understand change and impact
•-Create the methodology to drive adoption and ongoing use of a new service offering
•-Develop risk assessment and mitigation plan for pre, during, and post transformation
•-Ensure feature sets adheres to security, compliance, and regulatory requirements
•-Define criteria and benchmark measurements for service launch success
•-Provide supporting materials for bank toll gates
•-Design learning maps that will help enhance the skills and capabilities of end users
•-Establish and conduct knowledge share sessions with support teams and employees
•-Manage pilots, collect feedback and modify plan as needed
•-Identify and run go no/go criteria meeting for service launch/change

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21083154

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Ravyn Rouse

Referral Bonus:

0