Senior Principal, Global NPI

• Lead critical customer onboarding, including setup, configuration, training, and troubleshooting
• Act as the primary customer-management contact during onboarding and early adoption
• Lead customer demonstrations, lab certifications, and early product trials
• Handle critical customer escalations through timely resolution and stakeholder communication
• Generate customer test plans for newly released hardware and software features
• Contribute to Serviceability Requirements using customer feedback and the Product Lifecycle Process
• Advocate for customers in cross-functional meetings to improve customer experience and product quality
• Provide initial escalation support for new Infinera hardware and software releases from FCS to GA
• Reproduce early field issues, assist with lab testing, and create technical collateral
• Collaborate with cross-functional teams across regions on customer needs and product improvements
• Maintain feedback loops with customers and internal teams to improve satisfaction and product quality

Requirements

• Proven experience in customer management, onboarding, and relationship-building in technical environments
• Prior experience with Long Haul and/or Metro Optical Networks required
• Demonstrated ability to lead customer demonstrations, lab certifications, and early field trials
• Strong escalation management skills and experience resolving critical customer issues
• Detail‑oriented problem‑solving skills applicable to complex network scenarios
• Practical knowledge of Ethernet, DWDM, client interfaces, and OTN network concepts and use cases
• Knowledge of TCP/IP networking, L2/L3 routing, and switching
• Experience with optical test sets such as OTDR, OSA, BERT, and optical power meters
• Experience with IP L2/L3 traffic generators and analyzers such as Spirent, IXIA, or Agilent
• Hands‑on testing experience with ROADM, EDFA, Raman amplifiers, and coherent transponders
• Proficiency in PowerPoint and Excel for customer reporting and documentation
• Exceptional oral and written communication skills for engaging customers and internal teams
• Bachelor's or master's degree in electrical/electronic engineering, computer engineering, computer science, telecommunications, or a related field
• At least 15+ years of experience in the job offered or related roles
• Exposure to automation using Python, SDN, Net Conf, gNMI, OpenROADM, SNMP, NMS, controllers, or CLI is a plus
• SONET/SDH knowledge is not mandatory
• Prior system test, QA experience, or product development lifecycle knowledge is a plus

Core Competencies

Demonstrates expertise in customer management and onboarding within technical environments, with a strong focus on escalation management and problem‑solving in complex network scenarios. Proficient in utilizing technical knowledge of optical networks and related tools to enhance customer experience and product quality.

Highest-signal resume keywords

• Customer Management
• Onboarding Experience
• Escalation Management
• Optical Network Knowledge
• Technical Documentation

ATS Optimization Keywords

Hard Skills

• Ethernet
• DWDM
• OTN Network Concepts
• TCP/IP Networking
• L2/L3 Routing
• Optical Test Sets
• Traffic Generators
• ROADM Testing
• Python Automation
• Product Development Lifecycle

Soft Skills

• Problem‑Solving
• Communication Skills
• Relationship‑Building
• Detail‑Oriented

Industry Keywords

• Long Haul Networks
• Metro Optical Networks
• Customer Experience
• Serviceability Requirements
• Cross‑Functional Collaboration

Tools & Technologies

• OTDR
• OSA
• BERT
• Optical Power Meters
• Spirent
• IXIA
• Agilent
• Power Point
• Excel