Tier 2 UCaaS Engineer

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary
We are seeking a Tier 2 Voice Engineer to provide expert support for our clients' Unified Communications as a Service (UCaaS) systems. The ideal candidate will have a strong background in VoIP and networking, a passion for solving complex problems, and a commitment to excellent customer service. You'll act as the first point of contact for technical issues, troubleshoot and resolve problems efficiently, and serve as a key escalation point for our frontline support team.

Job Description
Core Responsibilities

• Provide Expert Support: Serve as the primary point of contact for clients, expertly troubleshooting and resolving issues related to call quality, system features, and connectivity. You'll handle incidents ranging from site-wide outages to single service disruptions, communicating solutions clearly to clients via phone, email, and our support portal.
• Mentor and Escalate: Act as an escalation contact for Tier 1 UCaaS Analysts, providing technical guidance and support to help them resolve issues. Escalate complex problems to higher-tier support, vendors, or service providers when necessary, tracking progress meticulously to ensure timely resolution.
• Analyze and Troubleshoot: Use advanced problem-solving skills to analyze call logs and system data, identifying the root cause of issues and pinpointing recurring trends.
• Maintain Documentation & Improve Processes: Proactively document troubleshooting steps and solutions to build a comprehensive knowledge base. Offer suggestions to improve existing processes, ensuring a more efficient and effective support workflow.
• Contribute to Infrastructure: Support the design, administration, and maintenance of our telephony infrastructure. You'll assist in the deployment and testing of new network telephony solutions and help develop network telephony standards.
• Collaborate Effectively: Work closely with internal teams and external vendors to ensure the optimal performance and availability of our voice network.
• Other duties and responsibilities as assigned.

Requirements

• VoIP Experience: 3-5 years of hands-on experience in a UCaaS/VoIP support role.
• Networking: 3-5 years of experience with advanced to expert-level networking concepts.
• Troubleshooting: Proven ability to diagnose and resolve complex technical issues.
• Help Desk Tools: Solid experience with ticketing systems for efficient issue logging, tracking, and escalation.
• Hands-on experience with Broadsoft is highly preferred

Soft Skills

• Excellent written and verbal communication skills.
• Superb customer service skills.
• Strong problem-solving and critical thinking abilities.
• High level of attention to detail and time management.
• Additional Requirements

Others

• Certifications: A CCNA Voice certification is a plus.
• Work Schedule: This role requires a variable schedule that may include nights, weekends, and overtime. The position is on-site for the first six months, transitioning to a hybrid model (3 days on-site) upon regularization.
• Work Ethic: Consistent, punctual, and reliable attendance is required.
• We are looking for a candidate who is ready to make an immediate impact while also having room to grow and develop their skills with our team. If you're passionate about voice technology and enjoy a fast-paced, problem-solving environment, we encourage you to apply

Employees At All Levels Are Expected To

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education
Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience
5-7 Years