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Senior Solutions Architect

Date: Jan 7, 2018

Location: Richardson, TX, US

Company: HARMAN International

Requisition Id : 104088 

Additional Work Location(s) ​​​​​:  

Role and Responsibility

  • Responsible for leading the discovery, technical solution designs, implementation, validation and transition to delivery/support of Video Content Management (VCM) architectures/solutions and associated technologies.
  • Provide subject matter expertise and tier 4 support for VCM products and solutions, including acting as go-between for implementation teams and engineering.
  • Interface with internal and external customers to resolve technical issues on Polycom products.
  • Expert knowledge and support of the complete Polycom VCM Product Suite which includes but not limited to PRMM, Capture Server, Capture Station, Media Suite, RSS, and/or any newer next generation products and supported 3rd party integrations.
  • Work with internal sales team members and clients in a pre-sales capacity to understand requirements and clarify conceptual needs for projects, both small and large.
  • Assist services management with pricing & scoping for VCM services.
  • Assist services management with development of advanced consulting services for VCM products.
  • Develops and documents workflow management process for client hand-off from Pre-Sales through order receipt and professional services implementation needed as requested.
  • Technology and business enablement advocate to advise customers on the best practice methods in how to utilize VCM solutions to drive competitive advantage and ROI.
  • Work with Project Management, Field Support and sales on implementation projects.
  • Design and write MOPs and Solution documents for required implementations Projects based on service specs and deliverables.
  • Work in conjunction with manager to reach/exceed the client/customer service satisfaction goals of Polycom Global Services.
  • Gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause of problems and finding solutions for technical issues from Implementation projects.
  • Work with various teams (internal and external) including but not limited to Project managers, Sales, Executive staff on post sales projects as needed.
  • Work with various engineering teams to escalate customer issues and limitations and provide hot fixes.
  • Maintain accurate documentation of all actions required to resolve issues in the service ticket support database.
  • Document known issues, and solutions in a technical bulletin or solutions database/knowledgebases.
  • Ability to multi-task between several customer situations at the same time.
  • Position could entail working non-standard hours, holidays and weekends.
  • Provide written reports on problem analysis on cases escalated to R&D for resolution.
  • Travel 40% to customer locations as needed.
  •  

Demonstrated Experience

  • Responsible for leading the discovery, technical solution designs, implementation, validation and transition to delivery/support of Video Content Management (VCM) architectures/solutions and associated technologies.
  • Provide subject matter expertise and tier 4 support for VCM products and solutions, including acting as go-between for implementation teams and engineering.
  • Interface with internal and external customers to resolve technical issues on Polycom products.
  • Expert knowledge and support of the complete Polycom VCM Product Suite which includes but not limited to PRMM, Capture Server, Capture Station, Media Suite, RSS, and/or any newer next generation products and supported 3rd party integrations.
  • Work with internal sales team members and clients in a pre-sales capacity to understand requirements and clarify conceptual needs for projects, both small and large.
  • Assist services management with pricing & scoping for VCM services.
  • Assist services management with development of advanced consulting services for VCM products.
  • Develops and documents workflow management process for client hand-off from Pre-Sales through order receipt and professional services implementation needed as requested.
  • Technology and business enablement advocate to advise customers on the best practice methods in how to utilize VCM solutions to drive competitive advantage and ROI.
  • Work with Project Management, Field Support and sales on implementation projects.
  • Design and write MOPs and Solution documents for required implementations Projects based on service specs and deliverables.
  • Work in conjunction with manager to reach/exceed the client/customer service satisfaction goals of Polycom Global Services.
  • Gather problem descriptions, log files, configuration data, and analyze them in order to determine root cause of problems and finding solutions for technical issues from Implementation projects.
  • Work with various teams (internal and external) including but not limited to Project managers, Sales, Executive staff on post sales projects as needed.
  • Work with various engineering teams to escalate customer issues and limitations and provide hot fixes.
  • Maintain accurate documentation of all actions required to resolve issues in the service ticket support database.
  • Document known issues, and solutions in a technical bulletin or solutions database/knowledgebases.
  • Ability to multi-task between several customer situations at the same time.
  • Position could entail working non-standard hours, holidays and weekends.
  • Provide written reports on problem analysis on cases escalated to R&D for resolution.
  • Travel 40% to customer locations as needed.

HARMAN (harman.com) designs and engineers connected products and solutions for automakers, consumers, and enterprises worldwide, including connected car systems, audio and visual products, enterprise automation solutions; and services supporting the Internet of Things.  With leading brands including AKG®, Harman Kardon®, Infinity®, JBL®, Lexicon®, Mark Levinson® and Revel®, HARMAN is admired by audiophiles, musicians and the entertainment venues where they perform around the world. More than 25 million automobiles on the road today are equipped with HARMAN audio and connected car systems. Our software services power billions of mobile devices and systems that are connected, integrated and secure across all platforms, from work and home to car and mobile. HARMAN has a workforce of approximately 30,000 people across the Americas, Europe, and Asia. In March 2017, HARMAN became a wholly-owned subsidiary of Samsung Electronics. HARMAN is an Equal Opportunity /Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status.  HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. Looking for a challenge where your experience is valued? Come see what you can achieve as a leader with HARMAN!  (www.harman.com)


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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