Lead Client Solutions Engineer at Symphony

<p><strong>About us @Symphony</strong></p> <p>Secure. Connected. Intelligent.</p> <p>Symphony is an AI-powered communication and technology company fueled by interconnected platforms: messaging, voice, directory and analytics.</p> <p>Our end-to-end encrypted technologies enable over 1,400 institutions to accelerate AI impact, prioritize data security, navigate complex regulatory compliance and optimize business interactions.</p> <p>&nbsp;</p> <p><span style="text-decoration: underline;"><strong>Role Description:</strong></span></p> <p>The Project Delivery and Technical Support Specialist will own the delivery of projects to&nbsp;Symphony's client base across APAC. This role spans the full client lifecycle, from RFP and pre-&nbsp;sales architecture through to post-deployment troubleshooting, and includes design and&nbsp;implementation of advanced voice network solutions, along with ongoing mentorship for the&nbsp;professional services team.</p> <p>&nbsp;</p> <p><span style="text-decoration: underline;"><span style="color: rgb(0, 0, 0); text-decoration: underline;"><strong>Responsibilities:</strong></span></span></p> <p>Project Delivery</p> <ul> <li>Own end-to-end project delivery for APAC clients</li> <li>Lead the RFP process, ensuring appropriate responses and documentation</li> <li>Manage regional quoting, with quotes passed to the UK Professional Services team</li> </ul> <p>Technical Support and Troubleshooting</p> <ul> <li>Resolve complex issues for customers on-site and remotely</li> <li>Support lab setup, integration testing, and configuration of Symphony products</li> <li>Design, architect, and implement advanced voice network solutions</li> <li>Review customer network and firewall/proxy setups for Cloud9 integration</li> <li>Provide backup support to client services and technical support as needed</li> </ul> <p>Mentorship and Team Support</p> <ul> <li>Mentor and upskill the professional services team</li> <li>Assist with onboarding and training of new team members</li> </ul> <p>Pre-Sales and Post-Sales Support</p> <ul> <li>Ensure smooth transitions from sales through to deployment</li> <li>Collaborate with Support, Development, and DevOps teams to resolve issues</li> <li>Enhance the customer experience across the full implementation lifecycle</li> </ul> <p>&nbsp;</p> <p><span style="text-decoration: underline;"><span style="color: rgb(0, 0, 0); text-decoration: underline;"><strong>Required Qualifications:</strong></span></span></p> <ul> <li>Professional experience in IT implementation, networking, and technical support</li> <li>Prior experience in a professional services or solutions engineer role with pre/post-sales&nbsp;scope</li> <li>Strong customer-facing skills with excellent verbal and written communication</li> <li>Experience troubleshooting voice, networking, telephony, recording, and UCC technologies&nbsp;(SBC, SIP, VoIP)</li> <li>Knowledge of SIP, RTP, and VoIP architectures</li> <li>Experience designing, configuring, and maintaining Oracle SBCs (Acme Packet series)</li> <li>Cloud environment experience, especially AWS or GCP</li> <li>Experience with trading floor support and trader voice implementation (highly desired)</li> <li>Technical Skills: voice troubleshooting, AWS/GCP, RESTful API's, Network diagnostics, SaaS delivery, CCNS / CompTIA Net+, SIP / RTP / VoIP, Active Directory, UCC technologies, Oracle SBC's (Acme), MSI Deployment, Firewall / Proxy</li> <li>Strong interpersonal skills, able to work effectively with Support, Dev, and DevOps teams</li> <li>Problem-solving focus with a commitment to customer satisfaction</li> <li>Ability to manage multiple projects and prioritise effectively</li> </ul> <p>&nbsp;</p> <p><span style="text-decoration: underline;"><strong>Compensation:</strong></span></p> <ul> <li>Salary Range: SGD 165,000 - 195,000 base salary per year</li> <li>Bonus Plan</li> </ul> <p>&nbsp;</p> <p><span style="text-decoration: underline;"><strong>Benefits and Perks:</strong></span></p> <ul> <li>Regional specific competitive benefits</li> <li>Build your own Benefits (BYOB) perk</li> <li>Local events, team building, and development opportunities&nbsp;</li> </ul> <p>&nbsp;</p> <p>We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.</p> <p>&nbsp;</p>