CenturyLink CUSTOMER SOLUTIONS DESIGNER III in TULSA, Oklahoma
CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
Customer facing position reponsible for technical data gathering to esablish the most effective design and configuring service on the network.
The Main Responsibilities
Essential Job Duties
•Provides complex conceptual and tactical solutions to customers networking requirements.
•Optimizes existing designs by demonstrating good judgment in selecting methods and techniques for obtaining solutions.
•Provides training and job shadowing support to peers through: OJT, classroom training, and job aides.
•Provides technical expertise and team leadership during difficult scenarios affecting: order delivery success; customer experience; and business continuity.
•Provides timely written status updates in the ordering systems and sets appropriate jeopardy status and engages appropriate resources to overcome obstacles which impeding order progress.
•Manages a work queue of provisioning orders, meets metric performance for all tasks, and completes designs/configurations on-time and with accuracy.
Behavioral & Technical:
•Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
•Collaborative skills and use a team approach to accomplishing work.
•Verbal, written and interpersonal communication skills.
•Excellent negotiating and persuasive skills to lead teams through change.
•Ability to motivate others, use good teamwork skills, including development of interdepartmental relationships and the ability to make complex decisions.
•Work closely across business units to implement necessary process changes that solve problems for all CenturyLink customers.
•Provide technical expertise and skills as needed, also providing information for lower techs to complete tasks on their own
•Demonstrate ability to process tasks as assigned for one or more CenturyLink IP product
•Use training, M&Ps and peer knowledge to demonstrate ability to process tasks as assigned for incoming work
•Process orders according to SLAs, On Time Performance and quality standards
•Escalate to a higher level as needed
•Able to provision install, change and disconnect orders with a strong focus for quality and customer care.
•Providing escalation support for lower level techs
•Respond to more complex maintenance and troubleshooting requests
•Manage all requirement definition for new product/process builds working jointly with many different business units.
•Responsible for driving the business requirements throughout the development cycle.
•Analyze and diagnose root cause and execute solutions for order process issues to ensure timely problem resolution.
•Build, with stakeholders, appropriate training and documentation around provisioning processes.
•Facilitating extremely complex, diverse and/or technical product processing for CenturyLink products and services.
•Develop & write test use case scenarios
•Other duties as assigned
•Lead and Manage UAT across teams
•Ability to train existing staff and new hires.
•May lead monthly process update meetings for entire design team.
•May conduct quality audits to ensure consistent and effective use of process.
•May provide UAT for new process or system enhancements.
•Manage strategic planning across multiple teams/stakeholders
•Act as SME for multiple Product or Processes and perform training and support for teammates
What We Look For in a Candidate
•Assoc degree or equivalent education and relevant experience.
•7-9 years related experience in specific area or equivalent.
May require technical certification.
• Bachelor's Degree or equivalent experience in Operations, Technology or related field
• Experience in working in a fast-paced environment and dealing with ambiguity
• Working towards Six Sigma or Lean certification
What to Expect Next
Alternate Location: US-Oklahoma-Tulsa
Requisition #: 228911
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position and your current role. Background results will be evaluated on a case-by-case basis.
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.