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AMD · 8 hours ago

Audio-Visual Operations Staff Engineer

Austin, TX

Full-time

Onsite

Lead/Staff

AMD is a company dedicated to building innovative products that enhance computing experiences across various domains. They are seeking an Audio-Visual Operations Staff Engineer to support global technology services, ensuring operational excellence and serving as a subject matter expert in audio visual and collaboration services.

AI InfrastructureArtificial Intelligence (AI)Cloud ComputingComputerEmbedded SystemsGPUHardwareSemiconductor

Growth Opportunities

No H1B

Hiring Manager

Matthew Fesl

Responsibilities

Serve as a subject matter expert and as a point of escalation for engineering incidents

Ensure global video fleet is at peak operational health through monitoring and maintenance as required

Troubleshoot and resolve video conferencing and event service incidents, including RMA’s (return material authorizations), and hardware/software issues

Manage cloud video interoperability partners (i.e. Pexip, Cisco, Synergy Sky, etc) to ensure appropriate KPIs are met for service success

Utilize AI tools and related applications to create dashboards and other tools to efficiently report out on success metrics and related KPIs

Utilize the existing management-tracking tool ServiceNow for all related incident tracking, service tickets, and change requests

Report any Exec and P1/P2 AV issues during a Daily Operations meeting

Operate, maintain, and upgrade video conferencing equipment, test environment, and infrastructure

Maintain accurate inventories of service-related products for reference and review

Plan out yearly refresh and upgrade work with teams according to depreciation schedules and Site Expansion activities

During the year, maintain a list of Conversion requests, create Utilization Heat Maps and review with VP quarterly for approval

Build global video fleet standards through the following:

Maintain standard offerings for deployment

Define requirements for next generation fleet adaptations

Maintain relationships with technology partners and suppliers for implementation

Evaluate new technologies for deployment and make recommendations with an AMD-on-AMD mindset

Collaborate with teams cross-functionally to ensure successful delivery of projects and services

Assist in project related tasks and deliverables to drive solutions to completion

Provide feedback to senior management/C-suite on projects and process improvements

Identify incident trends; recommend and implement solutions to reduce volume

Vendor management in support of project and service deliverables

Leverage AI wherever possible to increase efficiency and build adaptive solutions

Collaborate with operations and support teams to provide direction/support, streamline processes, improve efficiency, and enhance the overall user experience

Plan out yearly refresh and upgrade work with teams according to depreciation schedules and Site Expansion activities

During the year, maintain a list of Conversion requests, create Utilization Heat Maps and review with VP quarterly for approval

Evaluate new technologies for deployment and make recommendations with an AMD-on-AMD mindset

Collaborate with teams cross-functionally to ensure successful delivery of projects and services

Assist in project related tasks and deliverables to drive solutions to completion

Provide feedback to senior management/C-suite on projects and process improvements

Identify incident trends; recommend and implement solutions to reduce volume

Build rapport of innovation within our organization and cross functionally

Seek out customer feedback for road maps

Foster a team culture that promotes knowledge sharing, excellence, and collaboration

Qualification

Audio Visual OperationsCisco/Polycom OperationsVideo Conferencing SupportAI TechnologiesServiceNowDashboardingProcess ManagementC-Level InteractionCustomer FeedbackProgramming LanguagesTeam CollaborationPresentation SkillsProject Management

Required

Extensive experience in audio visual centric operations

Service delivery experience

Cisco/Polycom fleet operations experience

Excellent communication abilities, particularly with C-Level executives

Ability to thrive in a fast-paced environment

Strong bias towards enabling customer success through service delivery

Preferred

Extensive operational focus in a fast paced, best in class, technology support function

Strong presentation skills

Extensive experience with AI technologies and applications for enablement and reporting

Experience with the following vendors and process management in these focus areas: Cisco/Polycom video endpoints, Webex Control Hub/Poly Lens management platforms, Zoom meetings and webinars, Vyopta and Thousand Eyes video monitoring platforms, Splunk data collection services, Crestron and Extron video, Crestron, Extron and QSC control systems, Biamp, QSC and Extron audio workflows, Shure wireless and installed microphone systems, Sony, Samsung, and related display vendors, Megapixel, Sony, Nova star video wall products

Expert level experience with video support and engineering efforts

Extensive experience with process management and development

Extensive experience in dashboarding and data metrology

Experience with programming languages such as Python, C/C+, SIMPL, Lua and others a plus

Proven experience in C-Level interactions

Excellent teamwork and collaboration skills

Proven track record of delivering projects on time and within scope