Lead Account Engineer

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.  

The Lead Account Engineer serves as the primary technical owner and trusted advisor for assigned customer accounts, providing strategic engineering leadership from pre-sales consultation through implementation, operational support, and ongoing service delivery. This role combines advanced technical expertise in Unified Communications (UC), Audio Visual (AV), Video Conferencing (VC), and Cloud Collaboration platforms with strong customer relationship management, account oversight, and cross-functional leadership.

The Lead Account Engineer partners closely with Sales, Customer Success, Program Management, Service Delivery, Solutions Architects, Product Teams, and Client Engineering organizations to ensure customer standards are met, services are successfully deployed, escalations are resolved, and future technology initiatives are aligned with business objectives. The role acts as the primary technical point of contact for key accounts and serves as a senior escalation resource for complex engineering and service-related matters.

Key Responsibilities:

Account Ownership & Customer Engagement:

• Serve as the primary technical point of contact and engineering advocate for assigned customer accounts.
• Develop trusted advisor relationships with customer stakeholders, engineering teams, and executive leadership.
• Participate in Quarterly Business Reviews (QBRs), service reviews, and strategic planning discussions.
• Collaborate with Sales, Customer Success, and Program Leadership regarding account health, customer challenges, service opportunities, and technology roadmaps.
• Review and coordinate customer-driven global upgrades, firmware deployments, infrastructure changes, and engineering initiatives that may impact services.
• Identify risks, communicate impacts, and coordinate mitigation plans with internal and customer stakeholders.

Technical Leadership & Engineering Oversight:

• Provide senior-level technical leadership across all stages of service deployment, transition, and operational support.
• Ensure customer engineering standards, governance requirements, and operational procedures are consistently followed.
• Lead technical reviews for new deployments, room onboardings, platform integrations, and global service initiatives.
• Oversee onboarding of conference rooms, collaboration platforms, endpoints, and customer assets in accordance with approved SOPs and customer standards.
• Act as a senior subject matter expert for advanced AV, UC, cloud collaboration, and managed service technologies.

Service Delivery & Escalation Management:

• Serve as the primary escalation point for Cloud Services, Managed Services, and Client Engineering issues.
• Lead troubleshooting efforts for complex technical issues involving conferencing platforms, AV systems, endpoints, networks, and cloud services.
• Coordinate escalations with internal support teams, vendors, and customer engineering organizations.
• Provide regular status updates and technical guidance to Service Delivery teams and customer stakeholders.
• Perform root cause analysis for high-impact incidents and implement corrective actions to prevent recurrence.
• Ensure successful transition of deployed services into ongoing operational support organizations.
• Coordinate field resources, hardware logistics, and technical support activities when required.

Documentation & Process Improvement:

• Create and maintain technical documentation including implementation guides, configuration standards, operational runbooks and SOPs.
• Assist customers and internal teams in developing and refining engineering standards and support processes.
• Maintain accurate records of customer environments, service configurations, support histories, and recurring technical issues.
• Develop best practices, technical recommendations, and process improvements that enhance service quality and operational efficiency.
• Drive continuous improvement initiatives across managed services, engineering operations, and customer support functions.

Platform Administration & Technical Operations:

• Support, administer, and troubleshooting collaboration and conferencing platforms including:
  • Microsoft Teams Rooms
  • Webex Control Hub
  • Cisco Collaboration Solutions
  • Utelogy
  • Other enterprise collaboration and monitoring platforms
• Support provisioning and deployment activities for endpoints and cloud services.
• Support monitoring infrastructure, platform maintenance, upgrades, and lifecycle management activities.
• Conduct site testing, validation, acceptance testing, and operational readiness assessments.
• Collaborate with OEM vendors and technology partners to resolve platform, equipment, and infrastructure issues.

Leadership Responsibilities:

• Serve as a senior escalation resource and recognized subject matter expert across the organization.
• Influence technical strategy, architectural direction, and service delivery best practices.
• Facilitate knowledge transfer and training initiatives to improve team capabilities.
• Lead cross-functional collaboration among Sales, Engineering, Customer Success, Operations, and Product teams.
• Contribute to strategic initiatives and special projects as assigned.

Required Skills & Competencies:

• Strong customer-facing consulting and relationship management skills.
• Excellent verbal, written, and presentation communication abilities.
• Ability to communicate effectively with engineers, project teams, executive leadership, and customer stakeholders.
• Exceptional troubleshooting and analytical problem-solving skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Ability to work effectively in high-pressure, customer-critical environments.
• Demonstrated leadership, accountability, and ownership mentality.
• Strong understanding of service delivery, operational processes, and customer success principles.
• Advanced documentation and process development capabilities.
• Proven ability to drive collaboration across global and cross-functional teams.
• Commitment to confidentiality, professionalism, and adherence to company policies.

Education & Experience:

• Bachelor’s degree in engineering, Engineering Management, Computer Science, Business Administration, Information Technology, or a related field; equivalent experience may be considered.
• Minimum 7-10 years of experience in AV, UC, collaboration technologies, managed services, engineering operations, or related technical environments.
• Minimum 5 years of experience supporting enterprise video conferencing and collaboration platforms.
• Strong understanding of videoconferencing protocols and technologies
• Advanced experience supporting: 
  • Microsoft Teams Rooms
  • Cisco Collaboration Solutions
  • Cloud Collaboration Platforms
• Strong knowledge of IP networking fundamentals and enterprise infrastructure.
• Working knowledge of: 
  • Active Directory
  • Azure
  • VMware
  • Linux
• Experience with VNOC operations, enterprise incident management, and managed service environments preferred.

Applicable Certifications:

• CTS (Certified Technology Specialist)
• CTS-D or CTS-I
• Crestron Certified Designer
• Cisco Collaboration Certifications
• Microsoft Teams Administration Certifications
• Extron AV Associate
• Biamp Tesira Certifications
• ITIL Foundation
• Security or Information Assurance Certifications

Travel & Physical Requirements:

• Ability to travel domestically and internationally as required.
• Occasional site visits to customer locations.
• Valid U.S. driver's license required.
• Current valid U.S. passport preferred.
• Ability to lift and carry equipment up to 50 lbs.
• Ability to sit, stand, and walk for extended periods.
• Limited evening or weekend work may be required.
• Must successfully complete background investigations, drug screenings, security clearances, or customer-specific suitability requirements when required by contract.

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.