Role Description
Within this culture, a Manager Engineering focused on Customer Premises Equipment (CPE) Management plays a pivotal role in turning vision into reality. This leader guides a team responsible for the lifecycle, standards, operational readiness, and technical governance of CPE solutions that support Lumen’s network, managed services, and customer connectivity offerings. Each day brings opportunities to combine people leadership, network engineering expertise, vendor and product coordination, and disciplined operational execution to ensure CPE solutions remain reliable, scalable, supportable, and aligned with Lumen’s customer experience and business objectives.
Success in the role is built through strong partnerships across Product Management, Architecture, Service Delivery, Operations, Field Services, Sales Engineering, and vendor organizations. Working together, these teams advance CPE design standards, approved product lifecycle processes, maintenance models, install readiness, issue resolution, and continuous improvement across the CPE ecosystem. Through this leadership, the Manager Engineering helps deliver the secure and dependable connectivity solutions that customers rely on while contributing to the innovations that will define tomorrow.
Location
This is a work from home position within the US.
Main Responsibilities
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Lead and develop a team of network engineers responsible for CPE management, technical standards, lifecycle governance, solution supportability, and operational execution.
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Own CPE lifecycle management activities, including approved product standards, hardware and software currency, end-of-life/end-of-support planning, vendor alignment, inventory considerations, and decommissioning guidance.
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Partner with Product Management and Architecture to evaluate, approve, and maintain CPE solutions across enterprise networking, managed network services, security, voice, and related customer-premise technology areas.
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Establish and maintain engineering standards, configuration guidance, implementation requirements, and support models for approved CPE platforms and vendors.
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Drive operational readiness for new CPE products, vendor changes, maintenance models, and offer updates by ensuring delivery, support, field, and operations teams have clear requirements, documentation, and escalation paths.
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Support CPE maintenance and service models, including break/fix processes, remote support, onsite dispatch considerations, parts replacement, vendor support, and SLA/SLO alignment.
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Collaborate with Service Delivery, Field Services, Order Management, and Operations teams to improve CPE install, activation, testing, returns, RMA, and disconnect processes.
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Partner with Sales Engineering and Product teams to provide technical guidance on CPE solution feasibility, approved vendors, customer requirements, and supportability considerations.
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Lead issue resolution and root-cause analysis for systemic CPE challenges, including equipment failures, install defects, configuration gaps, vendor escalations, and process breakdowns.
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Use data, metrics, and operational feedback to identify trends, reduce repeat issues, improve customer experience, and simplify CPE-related workflows.
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Ensure CPE practices comply with applicable Lumen policies, domestic availability requirements, vendor agreements, security standards, and regulatory considerations.
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Partner with PMO organization to ensure that CPE-processes are followed and Jira documentation is completed throughout the CPE life cycle.
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Build strong cross-functional relationships and communicate clearly with technical and non-technical stakeholders to align priorities, resolve blockers, and drive accountability.
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Foster a culture of teamwork, trust, transparency, customer obsession, ownership, and continuous improvement within the team.
Qualifications
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Bachelors degree in a relevant field (engineering, computer science, etc.)
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7+ years of experience in network engineering, CPE engineering, managed services, service delivery, network operations, or a related technical function.
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2+ years of experience leading technical teams, projects, programs, or cross-functional engineering initiatives.
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Strong understanding of customer premises equipment, including routers, switches, network interface devices, managed CPE, firewalls, voice/UC equipment, and related hardware/software platforms.
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Experience with CPE lifecycle management, including vendor evaluation, product standards, hardware/software supportability, maintenance coverage, refresh planning, and end-of-life mitigation.
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Working knowledge of IP networking, Ethernet services, routing and switching, WAN/LAN architectures, managed network services, and service activation processes.
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Experience partnering with vendors, product teams, operations, service delivery, field teams, and sales engineering to deliver reliable and supportable customer solutions.
Preferred Qualifications
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Experience with CPE vendors and platforms such as Cisco, Juniper, Adtran, Ciena, HPE, Palo Alto, Fortinet, Versa, or comparable networking and security technologies.
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Familiarity with CPE maintenance models, vendor support agreements, RMA processes, onsite dispatch models, managed service support, and customer equipment return processes.
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Knowledge of automation, telemetry, configuration management, or workflow improvement approaches that can simplify CPE engineering and operations.
Compensation
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
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$105,786 - $141,047 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, WY
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$111,074 - $148,099 in these states: CO, HI, MI, MN, NC, NH, NV, OR, RI
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$116,364 - $155,152 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, WA
Benefits
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Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.
Life at Lumen
Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.
Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.
To learn more about Life at Lumen and how we live the Lumen 8, please visit:
Life at Lumen
