Enterprise Media Operations Regional Engineer

We are seeking an Collaboration Media Operational Engineer to provide leadership to our Audio/Visual/Video Conferencing/Collaboration services in Meta's key Headquarters campus. This position is part of the Enterprise Engineering organization, so candidates must be experienced in technology, customer service and thrive in a fast-paced, high-pressure environment. This dynamic leader will work with multiple cross-functional teams to ensure comprehensive support of our VC environment and support services. We are looking for a customer service-oriented individual that is diligent, detail-oriented, proactive, works very well both independently and in a team, and has demonstrated abilities for sound judgment and decision-making. They will bring fresh ideas and candid feedback and excel at working collaboratively with high-level managers and teammates alike.

Enterprise Media Operations Regional Engineer Responsibilities:

• Interface with and support C-level executives with any and all issues around call quality and when necessary provide white-glove support
• Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems
• During escalations engage cross functional partners as appropriate in a timely manner while communicating clearly and proactively throughout the customer's experience until resolved
• Manage collaboration projects of varying size and complexity and understand project construction documents and keys
• Oversight of contractors and vendors working on the AV-VC systems, supervision and signing off on break-fix repairs, upgrades, or new build installations. Takes responsibility for quality and consistency of video conferencing service in the region
• Observe and comply with Meta's policies and procedures in compliance with organizational aims and objectives
• Uses the trouble-ticket system to manage, track, and resolve assigned trouble tickets. Follows Service Level Agreement guidelines for response promptness to all tasks
• Understand and use data quality tools to analyze call quality and debug cisco errors
• Communicates with the onsite teams for all High-Pri calls to adequately test and prepare physical space as well ensure quality of multipoint call

Minimum Qualifications:

• 5+ years of experience working in a distributed global operations team
• 5+ years of proven experience running projects/programs within an enterprise level organization
• 5+ years of experience working with video conferencing technologies (Cisco, Polycom, Zoom, Bluejeans, etc.)
• Working experience in a service measurement and KPI capacity, co-creating and driving visualizations (dashboards and presentations)
• Experienced in managing executive level escalations and providing periodic updates to leadership
• Communication and interpersonal experience, including relationship building and collaboration within a cross-functional leadership team
• Experience interpreting data tools and logs from video conference endpoints
• Experience working through ambiguity/unknowns and establishing a critical path through projects with multiple cross-functional partners

Preferred Qualifications:

• Knowledge of backend voice and video protocols such as SIP and H323
• Previous AV integration and deployment experience
• Experience with AV project management
• Experience with vendor oversight

About Meta:

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today-beyond the constraints of screens, the limits of distance, and even the rules of physics.

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected].

$47.12/hour to $142,000/year + bonus + equity + benefits

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.