Conduct research, analyze complex business data, develop reports, document processes, present findings, and recommend improvements for customer projects. The role gathers stakeholder and survey information, evaluates business processes, anticipates requirements, and supports new solutions. It requires strong analytical, documentation, communication, organizational, presentation, and troubleshooting skills, along with Microsoft Office and SharePoint proficiency.

Owns the technical delivery and ongoing support of key customer accounts across AV, unified communications, video conferencing, and cloud collaboration platforms. Leads deployments, upgrades, troubleshooting, escalations, root-cause analysis, documentation, operational readiness, and service transitions. Partners with Sales, Customer Success, Program Management, Service Delivery, vendors, and customer engineering teams. Serves as a senior technical advisor, subject matter expert, and cross-functional leader while driving process improvements and platform administration.