Note: The job is a remote job and is open to candidates in USA. Lumen Technologies is a company that provides secure, high-performance connectivity solutions. They are seeking a Manager Engineering focused on Customer Premises Equipment (CPE) Management to lead a team responsible for the lifecycle and operational readiness of CPE solutions, ensuring they align with customer experience and business objectives.
Responsibilities
- Lead and develop a team of network engineers responsible for CPE management, technical standards, lifecycle governance, solution supportability, and operational execution
- Own CPE lifecycle management activities, including approved product standards, hardware and software currency, end-of-life/end-of-support planning, vendor alignment, inventory considerations, and decommissioning guidance
- Partner with Product Management and Architecture to evaluate, approve, and maintain CPE solutions across enterprise networking, managed network services, security, voice, and related customer-premise technology areas
- Establish and maintain engineering standards, configuration guidance, implementation requirements, and support models for approved CPE platforms and vendors
- Drive operational readiness for new CPE products, vendor changes, maintenance models, and offer updates by ensuring delivery, support, field, and operations teams have clear requirements, documentation, and escalation paths
- Support CPE maintenance and service models, including break/fix processes, remote support, onsite dispatch considerations, parts replacement, vendor support, and SLA/SLO alignment
- Collaborate with Service Delivery, Field Services, Order Management, and Operations teams to improve CPE install, activation, testing, returns, RMA, and disconnect processes
- Partner with Sales Engineering and Product teams to provide technical guidance on CPE solution feasibility, approved vendors, customer requirements, and supportability considerations
- Lead issue resolution and root-cause analysis for systemic CPE challenges, including equipment failures, install defects, configuration gaps, vendor escalations, and process breakdowns
- Use data, metrics, and operational feedback to identify trends, reduce repeat issues, improve customer experience, and simplify CPE-related workflows
- Ensure CPE practices comply with applicable Lumen policies, domestic availability requirements, vendor agreements, security standards, and regulatory considerations
- Partner with PMO organization to ensure that CPE-processes are followed and Jira documentation is completed throughout the CPE life cycle
- Build strong cross-functional relationships and communicate clearly with technical and non-technical stakeholders to align priorities, resolve blockers, and drive accountability
- Foster a culture of teamwork, trust, transparency, customer obsession, ownership, and continuous improvement within the team
Skills
- Bachelors degree in a relevant field (engineering, computer science, etc.)
- 7+ years of experience in network engineering, CPE engineering, managed services, service delivery, network operations, or a related technical function
- 2+ years of experience leading technical teams, projects, programs, or cross-functional engineering initiatives
- Strong understanding of customer premises equipment, including routers, switches, network interface devices, managed CPE, firewalls, voice/UC equipment, and related hardware/software platforms
- Experience with CPE lifecycle management, including vendor evaluation, product standards, hardware/software supportability, maintenance coverage, refresh planning, and end-of-life mitigation
- Working knowledge of IP networking, Ethernet services, routing and switching, WAN/LAN architectures, managed network services, and service activation processes
- Experience partnering with vendors, product teams, operations, service delivery, field teams, and sales engineering to deliver reliable and supportable customer solutions
- Experience with CPE vendors and platforms such as Cisco, Juniper, Adtran, Ciena, HPE, Palo Alto, Fortinet, Versa, or comparable networking and security technologies
- Familiarity with CPE maintenance models, vendor support agreements, RMA processes, onsite dispatch models, managed service support, and customer equipment return processes
- Knowledge of automation, telemetry, configuration management, or workflow improvement approaches that can simplify CPE engineering and operations
Benefits
- Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.
- We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.
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