Job Summary

The Product Engineer is responsible for the technical design and implementation of new and existing products and services, following the requirements defined by Product Managers, with a focus on achieving the goals of the business in terms of growth, profitability and customer experience. The Product Engineer role includes generating and managing all technical documentation for products, including training materials, internal documents and collaborating in producing & approving customer-facing resources.

Key Outcomes:

• Technical documentation
• Vendor evaluation
• Product Implementation (buildout)
• HW & SW deployment & integration
• Vendor management (during the Product Implementation phase)
• Quality Assurance
• Technical training

Product Team Role:

Members of the Product Team:

• Embody and reinforce the company’s ASCEND principles (Accountable, Solutions Oriented, Curious, Empowered, Nimble, Data Driven)
• Adopt a proactive (“Leading From The Front”) attitude in achieving the growth & profitability targets defined for the business, working collaboratively with Partners, Customers, and Vendors
• Help define and document Product metrics, KPIs, and definitions
• Contribute to data governance practices, including data quality, access, and documentation
• Maintain a consistent focus in developing competitive advantages for Products
• Understand that Customer Experience (CX) is a very important component of all Products, and treat it as a differentiator

Essential Duties and Responsibilities:

• Collaborate with Product Managers on the assessment of new product opportunities.
• Act as a technical resource when vetting potential vendors, applications, equipment, and solutions.
• Act as the primary liaison between Product, Vendors, Operations and Engineering for technical vetting, design and approval.
• Design and execute system test plans to investigate and validate systems and products.
• Work with Project Managers to coordinate activities concerned with technical developments, scheduling, and resolving engineering design and test problems.
• Configure necessary hardware and operating environments as needed to complete assigned testing.
• Develop procedures for Alpha and Beta customers when deploying new products prior to taking them to market.
• Provide detailed feedback on technical findings during the test phase.
• Design solutions that remove technical barriers to product adoption for new or existing products.
• Ensure all tasks and responsibilities are delivered on time based on the needs of the program using highly effective time management skills.
• Collaborate closely with cross functional teams to ensure product usability, performance, delivery, security, and reliability.
• Collaborate with Product Managers and cross-functional teams to establish prioritization of work within the existing product portfolio to optimize design, delivery and support.
• Develop and maintain standardized technical documentation for products and enhancements associated with the product assessment activities outlined above.
• Develop training materials for new products and services tailored for adult learners.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

• Bachelor’s degree or equivalent; applicable and effective experience is required.
• Five (5) years of SaaS solutions, Managed Services, and/or related Telecommunications experience are required.
• Strong working knowledge in some of these areas: Networking, Cybersecurity, UCaaS, SaaS, Agentic AI, SD-WAN, LAN/WAN, IP Telecom technologies and terminology is required.
• Must have experience with SaaS solutions and API integration.
• Proven strong process and documentation skills are required.
• Software development skills or experience is a plus.

Knowledge/Skills/Abilities:

• Innovative Solutions – Demonstrate adaptability and creativity in approach to solving problems.
• Team Orientation & Interpersonal – Highly motivated, passionate and creative team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization.
• Communication – Able to communicate technical concepts, and naturally adjust communication and messaging for a non-technical audience. Effectively and persuasively express self verbally and in writing, using correct language and grammar in a professional, diplomatic and tactful manner.
• Organization & Time Management – able to work independently with minimal supervision, planning, scheduling and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail. Able to demonstrate a continued level of passion and energy for the work delivered.
• Project Management – Able to prepare a plan that achieves stated objectives, establish and meet project deadlines, modify plan to reflect changing priorities and successfully complete project.
• Adaptability to Change – Able to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment.