Principal Service Assurance Specialist
Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities. At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter. This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today. The Role The Principal Service Assurance Specialist is a high-visibility, cross-functional role within the Network & Customer Transformation organization in Service Assurance. As Lumen brings groundbreaking service assurance capabilities to market—including NORA (Network Operations Response Agent), Laser diagnostics, AI-enabled repair, and agentic operations platforms—this role serves as the critical bridge between engineering, product, and marketing. This individual will be responsible for shaping customer-facing messaging, developing best practices and enablement content, and positioning Service Assurance innovation as a key differentiator for Lumen. The role also includes evaluating and developing monetization strategies for innovative service assurance solutions, turning internal capabilities into revenue-generating customer offerings. The ideal candidate combines deep network engineering knowledge with fluency in modern AI tools and technologies, exceptional presentation skills, and the proven ability to translate complex technical solutions into compelling business outcomes. Location This is a Work from Home position within the U.S. The Main Responsibilities Technology Evangelism & Thought Leadership — Serve as the primary voice and advocate for Lumen's Service Assurance innovation portfolio, including NORA, Laser, AI-enabled repair workflows, and agentic AI platforms (e.g., AskGreg). Represent these capabilities at industry events, customer engagements, internal summits, and executive briefings. Customer-Facing Messaging & Enablement — Develop compelling, customer-ready narratives, presentations, demos, knowledge articles, and collateral that clearly articulate the value of Service Assurance solutions. Ensure all messaging ties technical capabilities directly to measurable business outcomes such as reduced downtime, faster mean time to repair (MTTR), and improved customer experience. Bridge Engineering, Product & Marketing — Act as the connective tissue between technical development teams and go-to-market functions. Translate engineering roadmaps and capabilities into market-ready positioning, use cases, and competitive differentiators. Partner with product management, brand, and customer communications teams to ensure consistent, accurate, and impactful messaging. Monetization Strategy & Assessment — Evaluate Service Assurance innovations for external monetization potential. Develop business cases, pricing frameworks, and go-to-market recommendations for productizing internal automation and AI capabilities as customer-facing, revenue-generating offerings. Best Practices & Standards Development — Establish and maintain best practices for how Service Assurance solutions are presented, documented, and adopted by both internal teams and external customers. Create enablement programs, training materials, and quick-start guides to accelerate adoption. Customer Engagement & Feedback Loop — Engage directly with enterprise customers to gather feedback, understand pain points, and validate solution value propositions. Channel customer insights back to engineering and product teams to inform roadmap priorities and capability enhancements. AI & Innovation Advocacy — Stay current on emerging AI/ML technologies, large language models, multi-agent architectures, and telecom-specific AI applications. Evaluate and recommend how these technologies can be leveraged to enhance or create new Service Assurance offerings. Cross-Functional Collaboration — Work closely with Service Assurance leadership, GCO Architecture & Automation, Enterprise Repair, Sales Engineering, and external partners to ensure alignment across all customer-facing innovation initiatives. What We Look For in a Candidate Bachelor's degree in Engineering, Computer Science, Telecommunications, or a related technical field, or equivalent professional experience. 10+ years of experience in telecommunications, network engineering, or a related technical discipline, with significant exposure to service assurance, network operations, or managed services. Deep working knowledge of IP/MPLS, optical transport, Ethernet, voice, and broadband network technologies. Demonstrated experience with AI/ML technologies, generative AI, large language models (LLMs), and their application in operational or customer-facing use cases. Exceptional presentation, public speaking, and storytelling skills with a proven ability to engage audiences ranging from technical engineers to C-suite executives. Strong track record of translating complex technical solutions into clear, business-outcome-focused messaging and value propositions. Experience developing customer-facing content, including presentations, demos, white papers, knowledge articles, and training materials. Excellent interpersonal and relationship-building skills with the ability to influence across organizational boundaries.
Preferred Qualifications
Master's degree in Telecommunications, Business Administration (MBA), Engineering, or related field. Prior experience in a technology evangelist, solutions architect, pre-sales engineering, or product marketing role within the telecommunications or technology industry. Experience evaluating or launching productized/monetized technology solutions. Familiarity with Lumen's service assurance platforms, tools, and automation frameworks (e.g., Itential, Ansible, Ops Console, FlightDeck). Experience with agentic AI systems, multi-agent architectures, and AI orchestration platforms. Knowledge of customer service management (CSM) and trouble ticketing systems (e.g., ServiceNow). Industry certifications such as CCNA/CCNP, ITIL, or cloud platform certifications (AWS, Azure, GCP). Experience presenting at industry conferences, summits, or customer advisory boards.
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. Location Based Pay Ranges $152,066 - $202,755 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 $159,670 - $212,893 in these states: CO HI MI MN NC NH NV OR RI $167,273 - $223,031 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA 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. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Learn more about Lumen's:
Benefits
Bonus Structure #LI-Remote Requisition #: 342454 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: https://jobs.lumen.com/global/en/life-at-lumen Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Privacy Notice Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data. To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit: https://jobs.lumen.com/global/en/privacy-notice Disclaimer The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions. In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name. Apply To This Job