{"id":1718247,"url":"https://alion.io/job/yorktel-lead-account-engineer","title":"Lead Account Engineer","company":{"id":2168797,"name":"Yorktel","domain":"yorktel.com","url":"https://alion.io/company/yorktel-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"D","score":44,"open_postings":17,"ghost_share":0.941,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":125000,"max":140000,"currency":"USD","period":"year","gross":null,"usd_annual":140000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Linux","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"VMWare","optional":false}],"status":"live","first_seen_at":"2026-06-29T14:09:00Z","employer_posted_date":"2026-06-29","last_verified_at":"2026-10-13T05:29:37Z","board_verified":true,"closed_at":null,"days_open":105,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":105},"description":"For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide - more than any other video communications service provider - Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.\nThe Lead Account Engineer serves as the primary technical owner and trusted advisor for assigned customer accounts, providing strategic engineering leadership from pre-sales consultation through implementation, operational support, and ongoing service delivery. This role combines advanced technical expertise in Unified Communications (UC), Audio Visual (AV), Video Conferencing (VC), and Cloud Collaboration platforms with strong customer relationship management, account oversight, and cross-functional leadership.\nThe Lead Account Engineer partners closely with Sales, Customer Success, Program Management, Service Delivery, Solutions Architects, Product Teams, and Client Engineering organizations to ensure customer standards are met, services are successfully deployed, escalations are resolved, and future technology initiatives are aligned with business objectives. The role acts as the primary technical point of contact for key accounts and serves as a senior escalation resource for complex engineering and service-related matters.\nKey Responsibilities:\nAccount Ownership & Customer Engagement:\nServe as the primary technical point of contact and engineering advocate for assigned customer accounts.\nDevelop trusted advisor relationships with customer stakeholders, engineering teams, and executive leadership.\nParticipate in Quarterly Business Reviews (QBRs), service reviews, and strategic planning discussions.\nCollaborate with Sales, Customer Success, and Program Leadership regarding account health, customer challenges, service opportunities, and technology roadmaps.\nReview and coordinate customer-driven global upgrades, firmware deployments, infrastructure changes, and engineering initiatives that may impact services.\nIdentify risks, communicate impacts, and coordinate mitigation plans with internal and customer stakeholders.\nTechnical Leadership & Engineering Oversight:\nProvide senior-level technical leadership across all stages of service deployment, transition, and operational support.\nEnsure customer engineering standards, governance requirements, and operational procedures are consistently followed.\nLead technical reviews for new deployments, room onboardings, platform integrations, and global service initiatives.\nOversee onboarding of conference rooms, collaboration platforms, endpoints, and customer assets in accordance with approved SOPs and customer standards.\nAct as a senior subject matter expert for advanced AV, UC, cloud collaboration, and managed service technologies.\nService Delivery & Escalation Management:\nServe as the primary escalation point for Cloud Services, Managed Services, and Client Engineering issues.\nLead troubleshooting efforts for complex technical issues involving conferencing platforms, AV systems, endpoints, networks, and cloud services.\nCoordinate escalations with internal support teams, vendors, and customer engineering organizations.\nProvide regular status updates and technical guidance to Service Delivery teams and customer stakeholders.\nPerform root cause analysis for high-impact incidents and implement corrective actions to prevent recurrence.\nEnsure successful transition of deployed services into ongoing operational support organizations.\nCoordinate field resources, hardware logistics, and technical support activities when required.\nDocumentation & Process Improvement:\nCreate and maintain technical documentation including implementation guides, configuration standards, operational runbooks and SOPs.\nAssist customers and internal teams in developing and refining engineering standards and support processes.\nMaintain accurate records of customer environments, service configurations, support histories, and recurring technical issues.\nDevelop best practices, technical recommendations, and process improvements that enhance service quality and operational efficiency.\nDrive continuous improvement initiatives across managed services, engineering operations, and customer support functions.\nPlatform Administration & Technical Operations:\nSupport, administer, and troubleshooting collaboration and conferencing platforms including:Microsoft Teams Rooms\nWebex Control Hub\nCisco Collaboration Solutions\nUtelogy\nOther enterprise collaboration and monitoring platforms\n\nSupport provisioning and deployment activities for endpoints and cloud services.\nSupport monitoring infrastructure, platform maintenance, upgrades, and lifecycle management activities.\nConduct site testing, validation, acceptance testing, and operational readiness assessments.\nCollaborate with OEM vendors and technology partners to resolve platform, equipment, and infrastructure issues.\nLeadership Responsibilities:\nServe as a senior escalation resource and recognized subject matter expert across the organization.\nInfluence technical strategy, architectural direction, and service delivery best practices.\nFacilitate knowledge transfer and training initiatives to improve team capabilities.\nLead cross-functional collaboration among Sales, Engineering, Customer Success, Operations, and Product teams.\nContribute to strategic initiatives and special projects as assigned.\nRequired Skills & Competencies:\nStrong customer-facing consulting and relationship management skills.\nExcellent verbal, written, and presentation communication abilities.\nAbility to communicate effectively with engineers, project teams, executive leadership, and customer stakeholders.\nExceptional troubleshooting and analytical problem-solving skills.\nStrong organizational skills with the ability to manage multiple priorities simultaneously.\nAbility to work effectively in high-pressure, customer-critical environments.\nDemonstrated leadership, accountability, and ownership mentality.\nStrong understanding of service delivery, operational processes, and customer success principles.\nAdvanced documentation and process development capabilities.\nProven ability to drive collaboration across global and cross-functional teams.\nCommitment to confidentiality, professionalism, and adherence to company policies.\nEducation & Experience:\nBachelor’s degree in engineering, Engineering Management, Computer Science, Business Administration, Information Technology, or a related field; equivalent experience may be considered.\nMinimum 7-10 years of experience in AV, UC, collaboration technologies, managed services, engineering operations, or related technical environments.\nMinimum 5 years of experience supporting enterprise video conferencing and collaboration platforms.\nStrong understanding of videoconferencing protocols and technologies\nAdvanced experience supporting: Microsoft Teams Rooms\nCisco Collaboration Solutions\nCloud Collaboration Platforms\n\nStrong knowledge of IP networking fundamentals and enterprise infrastructure.\nWorking knowledge of: Active Directory\nAzure\nVMware\nLinux\n\nExperience with VNOC operations, enterprise incident management, and managed service environments preferred.\nApplicable Certifications:\nCTS (Certified Technology Specialist)\nCTS-D or CTS-I\nCrestron Certified Designer\nCisco Collaboration Certifications\nMicrosoft Teams Administration Certifications\nExtron AV Associate\nBiamp Tesira Certifications\nITIL Foundation\nSecurity or Information Assurance Certifications\nTravel & Physical Requirements:\nAbility to travel domestically and internationally as required.\nOccasional site visits to customer locations.\nValid U.S. driver's license required.\nCurrent valid U.S. passport preferred.\nAbility to lift and carry equipment up to 50 lbs.\nAbility to sit, stand, and walk for extended periods.\nLimited evening or weekend work may be required.\nMust successfully complete background investigations, drug screenings, security clearances, or customer-specific suitability requirements when required by contract.\nJoin us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.\nWe conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.","description_format":"text","description_chars":9127,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","IT Consulting & Digital Transformation","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-02T19:44:03Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.293,"p_room":0.28,"age_days":105,"expected_fill_days":33,"reasons":["conf:0","stale_co","ghost","win:tail","crowd:"],"computed_at":"2026-10-13T05:45:00Z"},"pay":{"stated_usd_annual":140000,"is_top_pay":false},"html_url":"https://alion.io/job/yorktel-lead-account-engineer","json_url":"https://alion.io/job/yorktel-lead-account-engineer.json","meta":{"generated_at":"2026-10-13T09:01:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13462,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2168797},"rest":"https://alion.io/mcp/rest/get_company?id=2168797"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fyorktel-lead-account-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fyorktel-lead-account-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fyorktel-lead-account-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/yorktel-lead-account-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fyorktel-lead-account-engineer"}]}