Audio Video Systems Engineer

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We are looking for an adaptive Audio‑Visual Operations Engineer to join our team. This role involves supporting a global user‑facing technology footprint and ensuring operational excellence for the service offering. The selected candidate will serve as a subject‑matter expert in audio‑visual/collaboration services, engage in video event support when required, and undertake targeted project work to ensure ongoing support for larger initiatives.

The ideal candidate will have experience in audio‑visual centric operations, service delivery, Cisco/Polycom fleet operations and excellent communication abilities, particularly with C‑Level executives. The person will thrive in a fast‑paced environment and have a strong bias toward enabling customer success through service delivery, delivering projects on time and collaborating effectively with teams.

• Ensure global video fleet is at peak operational health through monitoring and maintenance.
• Troubleshoot and resolve video‑conferencing and event service incidents, including RMAs, hardware and software issues.
• Manage cloud video interoperability partners (e.g., Pexip, Cisco, Synergy Sky) to meet KPIs for service success.
• Utilize AI tools to create dashboards and report on success metrics and KPIs.
• Use Service Now for incident tracking, service tickets and change requests.
• Report Exec and P1/P2 AV issues during daily Operations meetings.
• Operate, maintain and upgrade video‑conferencing equipment, test environment and infrastructure.
• Serve as a point of escalation for engineering incidents.
• Maintain accurate inventories of service‑related products.
• Plan yearly refresh and upgrade work with teams according to depreciation schedules and site expansion activities.
• Maintain conversion request list, create utilization heat maps and review quarterly with VP for approval.
• Build global video fleet standards: define deployment offerings, next‑generation fleet adaptations and maintain partner relationships.
• Evaluate new technologies and make recommendations with an AMD‑on‑AMD mindset.
• Collaborate cross‑functionally to ensure successful delivery of projects and services.
• Assist in project‑related tasks and deliverables to bring 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.
• Manage vendor relationships in support of project and service deliverables.
• Leverage AI to increase efficiency and build adaptive solutions.
• Collaborate with operations and support teams to streamline processes, improve efficiency and enhance overall user experience.
• Build rapport of innovation within organization and across functions.
• Seek out customer feedback for road‑maps.
• Foster a team culture that promotes knowledge sharing, excellence and collaboration.

• Operational focus in a fast‑paced, best‑in‑class technology support function.
• Extensive project management experience with a focus on delivery.
• Strong presentation skills.
• Experience with AI technologies and applications for enablement and reporting.
• Experience with vendors and platforms:
  Cisco/Polycom video endpoints, Webex Control Hub/Poly Lens, Zoom, Vyopta, Thousand Eyes, Splunk, Crestron, Extron, QSC control systems, Biamp, Shure, Sony, Samsung, Megapixel, Nova Star, etc.
• Experience with video support and engineering efforts.
• Experience with process…