At Fusion Connect, we’re not just offering jobs — we’re building careers that empower, inspire, and grow with you.
If you're passionate about making an impact, collaborating with forward-thinking teams, and being part of a company that values your voice, you’re in the right place.
We’re thrilled you’re exploring this opportunity with us — take a look, imagine the possibilities, and let’s shape the future of connectivity together.
Job Description Summary:
The Customer Operations Engineer will be responsible for certifying, designing, implementing, and managing both on-premises and cloud-based solutions that represent the reliability, scalability, and security of our products. Fusion Connect’s Customer Operations Engineering Tier 3 team is comprised of highly skilled employees with best practice experience and flexibility in moving between roles, responsibilities, and direction from multiple sources. Your expertise will be utilized for engineering and implementing intricate designs, resolving complex issues at a Tier 3 level, and supporting lower tier support groups. This valuable role is required to meet all operations/engineering needs of the business.Job Description:
Essential Duties and Responsibilities include the following (other duties may be assigned):
- Provide expert real-time inbound/outbound support to Field Engineers, Customers, Partners, Third-Party Vendors, and internal Fusion organizations for the installation, support, and certification of Fusion’s cutting-edge Products and Services.
- Work collaboratively with Project Managers/Implementation Coordinators and Support Leadership to install/support a variety of SDWAN services and equipment, including Meraki, Velo, Fortigate, EdgeMarc, Adtran, Cisco, Polycom, BroadSoft, and more.
- Independently test hardware/software for new and existing products. This includes processes, documentation, and training to include but not limited to Full Product Certification, User Acceptance Testing, API testing/troubleshooting.
- Create Process Documentation/Training and Engineering Handoff Documents that support ongoing learning and troubleshooting.
- Work closely with Customers, Product, Sales, and Engineering to solve any technical challenges
Knowledge, Skills and Abilities Requirements:
- Strong analytical thinking and problem-solving skills
- Strong teamwork and communication skills
- Ability to work under pressure, and to make calculated decisions
- Ability to manage multiple tasks/priorities and act quickly in a fast-paced environment
- Ability to develop and document detailed lab test plans and reports.
- Knowledge of IP related protocols such as OSPF, BGP, and MPLS (MP-BGP/RSVP/LDP).
- Knowledge with Microsoft Teams and Cisco Webex, with integration with VoIP CPE’s.
- Trustworthy work ethic and ability to work independently.
- Virtual Cloud Infrastructure experience such as VMWare Vsphere.
Expert knowledge of the SIP protocol and applications (hosted PBX, SIP trunking, etc.) desired.
Skills Required
- Strong analytical thinking and problem-solving skills
- Strong teamwork and communication skills
- Ability to work under pressure and make calculated decisions
- Ability to manage multiple tasks and priorities in a fast-paced environment
- Ability to develop and document detailed lab test plans and reports
- Knowledge of IP protocols including OSPF, BGP, and MPLS, including MP-BGP, RSVP, and LDP
- Knowledge of Microsoft Teams and Cisco Webex integrations with VoIP CPEs
- Trustworthy work ethic and ability to work independently
- Virtual cloud infrastructure experience, such as VMware vSphere
- Expert knowledge of SIP protocol and applications, including hosted PBX and SIP trunking
What We Do
Your Connected, Secure, and Frictionless Work Environment Starts with Fusion Connect.We secure your business with a managed zero trust security approach that safeguards networks, people, and data without impacting reliability or productivity—all backed by our industry leading service guarantee. Connect. Connecting to your employees, trading partners, customers, and systems—anytime, anywhere, from any device—is imperative for your business to operate at peak efficiency. To enable this, we deliver a comprehensive set of communication tools that include UCaaS, CCaaS, and traditional voice communication services, all powered by our nationwide IP backbone. Protect. Protecting the technology and people that run your business without impeding productivity is critical to your success. Security that creates too much friction slows you down, so Fusion Con-nect developed a frictionless, zero trust security approach, that protects end-users and infra-structure, including end-devices, data center, and cloud resources. Accelerate. Speed matters in business. Your ability to react in real-time often makes the difference between success and failure. To enable you to move dynamically, we deliver a technology stack designed to provide real-time visibility into your business performance, while giving you peace of mind with the industry’s most comprehensive service guarantee.
