The Global NPI Engineer is responsible for collaborating with Technical Support, Product Line Management, Hardware & Software Engineering, and System Test teams to enhance customer experience, improve product quality, and ensure successful customer onboarding.
The role includes managing critical customer engagements, supporting product onboarding activities, conducting demonstrations, driving lab certifications, and handling complex customer escalations. The Global NPI Engineer contributes to the definition and implementation of Serviceability Requirements to improve product usability, operational efficiency, and overall customer experience.
In addition, the Global NPI Engineer supports the Product Lifecycle Process, guiding products from First Customer Ship (FCS) through General Availability (GA). Acting as a key liaison between customers, support organizations, and product development teams, the role helps ensure successful new product introductions, accelerated customer adoption, and continuous product improvement.
Responsibilities- Lead critical customer onboarding, including setup, configuration, training, and troubleshooting to ensure successful deployment and adoption.
- Act as the primary point of contact for customer management, fostering strong relationships and addressing customer needs during onboarding and early adoption phases.
- Support and lead customer demonstrations, lab certifications, and early product trials to showcase product capabilities and ensure certification requirements are met.
- Handle escalations for critical customer issues, ensuring timely resolution, clear communication, and follow-through with stakeholders.
- Generate customer test plans for newly released hardware or software features to validate performance in customer environments.
- Contribute to Serviceability Requirements based on customer feedback to enhance product usability and quality using the Product Lifecycle Process.
- Act as a customer advocate in cross-functional meetings to provide feedback that improves customer experience and product quality.
- Provide initial escalation support for new Infinera Hardware & Software Releases from FCS to GA.
- Reproduce early field issues, assist with lab testing, and create technical collaterals for broader communication.
- Collaborate cross-functionally with teams across regions to align on customer needs and product improvements.
- Maintain a consistent feedback loop with customers and internal teams to drive enhanced customer satisfaction and product quality.
Proven experience in customer management, onboarding, and relationship-building in technical environments.
- Prior experience with Long Haul and/or Metro Optical Networks required.
- Demonstrated ability to lead customer demonstrations, lab certifications, and early field trials.
- Strong escalation management skills, with a track record of resolving critical customer issues effectively.
- Detail-oriented with excellent problem-solving skills, applicable to complex network scenarios.
- Prior exposure to automation (Python, SDN, NetConf, gNMI, OpenROADM, SNMP, NMS, controller, CLI) is a plus.
- Practical knowledge of Ethernet, DWDM, client interfaces, SONET/SDH (not mandatory), and OTN network concepts & use cases.
- Knowledge of TCP/IP networking, L2/L3 routing, and switching.
- Experience with optical test sets such as OTDR, OSA, BERT, and optical power meters.
- Experience with IP L2/L3 traffic generators and analyzers such as Spirent, IXIA, or Agilent.
- Hands-on testing experience with ROADM, EDFA, Raman amplifiers, and coherent transponders.
- Prior system test, QA experience, or knowledge of the product development lifecycle is a plus.
- Proficiency in creating PowerPoint presentations and using Excel for customer reporting and documentation.
- Exceptional interpersonal, oral, and written communication skills to engage with customers and internal teams.
Education Requirements: - Bachelor's/master's degree in electrical/Electronic Engineering, Computer Engineering, Computer Science,
- Telecommunications, or a related field.
- At least 15+ years of experience in the job offered or related roles.
Nokia is a global leader in connectivity for the AI era. With expertise across fixed, mobile and transport networks, powered by the innovation of Nokia Bell Labs, we’re advancing connectivity to secure a brighter world.
Our recruitment process
We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.
If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.
The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.
- Corporate Retirement Savings Plan
- Health and dental benefits
- Short-term disability, and long-term disability
- Life insurance, and AD&D – Company paid 2x base pay
- Optional or Supplemental life and AD&D insurance (Employee/Spouse/Child)
- Paid time off for holidays and Vacation
- Employee Stock Purchase Plan
- Tuition Assistance Plan
- Adoption assistance
- Employee Assistance Program/Work Life Resource Program
Skills Required
- Bachelor's or master's degree in electrical engineering, electronic engineering, computer engineering, computer science, telecommunications, or a related field
- At least 15 years of experience in the job offered or related roles
- Experience in customer management, onboarding, and relationship-building in technical environments
- Prior experience with long-haul and/or metro optical networks
- Ability to lead customer demonstrations, lab certifications, and early field trials
- Strong escalation management and critical customer issue resolution skills
- Knowledge of Ethernet, DWDM, client interfaces, and OTN network concepts and use cases
- Knowledge of TCP/IP networking, Layer 2/Layer 3 routing, and switching
- Experience with optical test sets including OTDR, OSA, BERT, and optical power meters
- Experience with IP Layer 2/Layer 3 traffic generators and analyzers such as Spirent, IXIA, or Agilent
- Hands-on testing experience with ROADM, EDFA, Raman amplifiers, and coherent transponders
- Exceptional interpersonal, oral, and written communication skills
- Exposure to automation technologies including Python, SDN, NetConf, gNMI, OpenROADM, SNMP, NMS, controllers, or CLI
- Experience with SONET/SDH
- Prior system test or quality assurance experience, or knowledge of the product development lifecycle
- Proficiency creating PowerPoint presentations and using Excel for customer reporting and documentation
Nokia Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Nokia and has not been reviewed or approved by Nokia.
-
Equity Value & Accessibility — Equity programs include a global employee share purchase plan with company matching and multi‑year share awards. These mechanisms broaden participation and tie rewards to long‑term outcomes.
-
Healthcare Strength — Health coverage includes major medical plans with supplementary options such as vision, legal services, and care navigation. The range of offerings indicates comprehensive support for medical needs.
-
Parental & Family Support — A global policy grants paid leave for new parents regardless of gender and provides structured return‑to‑work support. Company‑paid life insurance further strengthens family protection across regions.
Nokia Insights
What We Do
At Nokia, we create technology that helps the world act together. As a trusted partner for critical networks, we are committed to innovation and technology leadership across mobile, fixed and cloud networks. We create value with intellectual property and long-term research, led by the award-winning Nokia Bell Labs. Adhering to the highest standards of integrity and security, we help build the capabilities needed for a more productive, sustainable and inclusive world.
