Audio Video Systems Engineer

THE ROLE:  

We are looking for an adaptive Audio-Visual Operations Engineer to join our team. This role involves supporting a global user facing technology footprint and ensure operational excellence for the service offering. The selected candidate will serve as a subject matter expert in audio visual/collaboration services as well as engaging in video event support where required and targeted project work to ensure ongoing support for larger initiatives. Join us! 

THE PERSON:  

The ideal candidate will have experience in audio visual centric operations, service delivery, Cisco/Polycom fleet operations and excellent communication abilities, particularly with C-Level executives. This person will thrive in a fast-paced environment and will have a strong bias towards enabling customer success through service delivery. The person will have excellent team work and collaboration skills with a proven track record of delivering projects on time.

KEY RESPONSIBILITES: 

Support and Operations: 

• Ensure global video fleet is at peak operational health through monitoring and maintenance as required. 

• Troubleshoot and resolve video conferencing and event service incidents, including RMA’s (return material authorizations), and hardware/software issues. 

• Manage cloud video interoperability partners (i.e. Pexip, Cisco, Synergy Sky, etc) to ensure appropriate KPIs are met for service success. 

• Utilize AI tools and related applications to create dashboards and other tools to efficiently report out on success metrics and related KPIs 

• Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests. 

• Report any Exec and P1/P2 AV issues during a Daily Operations meeting. 

• Operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure. 

New Technologies and Deployments: 

• Serve as a point of escalation for engineering incidents. 

• Maintain accurate inventories of service-related products for reference and review. 

• Plan out yearly refresh and upgrade work with teams according to depreciation schedules and Site Expansion activities. 

• During the year, maintain a list of Conversion requests, create Utilization Heat Maps and review with VP quarterly for approval 

• Build global video fleet standards through the following:  

• Maintain standard offerings for deployment. 

• Define requirements for next generation fleet adaptations. 

• Maintain relationships with technology partners and suppliers for implementation. 

• Evaluate new technologies for deployment and make recommendations with an AMD-on-AMD mindset. 

• Collaborate with teams cross-functionally to ensure successful delivery of projects and services. 

• Assist in project related tasks and deliverables to drive solutions to completion. 

• Provide feedback to senior management/C-suite on projects and process improvements. 

• Identify incident trends; recommend and implement solutions to reduce volume. 

• Vendor management in support of project and service deliverables. 

• Leverage AI wherever possible to increase efficiency and build adaptive solutions. 

• Collaborate with operations and support teams to provide direction/support, streamline processes, improve efficiency, and enhance the overall user experience. 

• Plan out yearly refresh and upgrade work with teams according to depreciation schedules and Site Expansion activities. 

• During the year, maintain a list of Conversion requests, create Utilization Heat Maps and review with VP quarterly for approval 

• Evaluate new technologies for deployment and make recommendations with an AMD-on-AMD mindset. 

• Collaborate with teams cross-functionally to ensure successful delivery of projects and services. 

• Assist in project related tasks and deliverables to drive solutions to completion. 

• Provide feedback to senior management/C-suite on projects and process improvements. 

• Identify incident trends; recommend and implement solutions to reduce volume. 

• Build rapport of innovation within our organization and cross functionally. 

• Seek out customer feedback for road maps. 

• Foster a team culture that promotes knowledge sharing, excellence, and collaboration. 

PREFERRED EXPERIENCE: 

• Operational focus in a fast paced, best in class, technology support function. 

• Extensive project management experience and a focus on delivery.  

• Strong presentation skills. 

• Experience with AI technologies and applications for enablement and reporting. 

• Experience with the following vendors and process management in these focus areas: 

• Cisco/Polycom video endpoints 

• Webex Control Hub/Poly Lens management platforms 

• Zoom meetings and webinars 

• Vyopta and Thousand Eyes video monitoring platforms 

• Splunk data collection services 

• Crestron and Extron video 

• Crestron, Extron and QSC control systems 

• Biamp, QSC and Extron audio workflows 

• Shure wireless and installed microphone systems 

• Sony, Samsung, and related display vendors. 

• Megapixel, Sony, Nova star video wall products. 

• Experience with video support and engineering efforts. 

• Experience with process management, implementation and development. 

• Experience in dashboarding and data metrology. 

• Experience with programming languages such as Python, C/C+, SIMPL, Lua and others a plus. 

• Proven experience in C-Level interactions.