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.

• 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

• 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

• 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