Note: The job is a remote job and is open to candidates in USA. Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through their expansive fiber network. The Manager Engineering focused on Customer Premises Equipment (CPE) Management will lead a team responsible for the lifecycle and operational readiness of CPE solutions, ensuring they are reliable and aligned with 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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