Voice Platforms Interoperability Engineer

Make your mark at Comcast -- a Fortune 30 global media and technology company. From the connectivity and platforms we provide, to the content and experiences we create, we reach hundreds of millions of customers, viewers, and guests worldwide. Become part of our award-winning technology team that turns big ideas into cutting-edge products, platforms, and solutions that our customers love. We create space to innovate, and we recognize, reward, and invest in your ideas, while ensuring you can proudly bring your authentic self to the workplace. Join us. You’ll do the best work of your career right here at Comcast. (In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.)

Job Summary

We are looking for a Voice Platforms Interoperability Engineer on the Voice operations team. In this role you will be responsible for operations, deployment, managing, and supporting Comcast's Voice, 911, Commercial, Residential Systems, and Network services and infrastructure in a 24/7 environment. Focuses on event management, application / platform support, product improvement, and deployment / integration of cloud services. Active in 911 Support, onboarding & intake, Customer Escalations, and RCA process administration. Daily activities include monitoring and validating new products, driving standardization and automation, providing subject matter expertise, resolving complex issues, and leading restoration activities during outages. The role requires working with external vendors and agencies to address issues, directing third-party agencies, and developing strategies for solving technical issues. It also involves producing/authoring documentation, supporting voice tools and alarms, ensuring the availability of networking services, and providing technical training and support. The position demands advanced knowledge across multiple ecosystems, excellent communication skills, and the ability to manage complex interdependencies. The primary job location is in Mount Laurel, NJ or Centennial, CO.

Job Description

This position is ineligible for visa sponsorship.  To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.
 

Job Summary:

Responsible for operating, managing and supporting high profile Commercial customers and network services as well as associated infrastructure in a 24/7 environment. Examples of infrastructure include but not limited to IMS, Broadsoft, Sonus SBC, Voicemail, Wholesale SIP, Voice Syndication, and 911 special services. Working understanding of off net ALU, TDM, MGC/MGW support. Day to day operational responsibilities includes pro-active monitoring, isolation, triage and resolution of all network outages/impairments. Serves as operations support for various regions, vendors, internal/external organizations. Drives standardization and service focused instrumentation. Contributes to the command and control network related activities focused on restoration of outages, clear and concise communication across Comcast/Commercial customers and rapid restoration of voice services. Works and directly leads external vendors, third parties, and associated fix agents, when necessary, to address issues across the network, peering arrangements, inter-operability issues, etc. Works with limited supervision and direction while executing associated functions and responsibilities. Follows all operational practices and independently determines/develops approaches for non-routine solutions. Receives general direction in area of focus.

Core Responsibilities:

• possess and demonstrate intermediate-to advanced knowledge and proficiency level required to perform their assigned job functions and responsibilities including intermediate analytical skills, process development skills, and project management skills.
• possess an intermediate working knowledge of two to three other functional disciplines within the voice operational department.
• consistently work to increase understanding and responsibility through actively seeking out opportunities to support their functional team, manager and department while working under limited supervision with general instructions on how to complete assignments.
• assist in providing training and guidance to less experienced team members as well as create or update outlined processes and procedures to ensure documentation and consistency of processing in work.
• Proactive/Reactive monitoring of Comcast’s Commercial Network Core/Edge devices using various Element Management tools (Zabbix, NetScout, Mico Strategies SevOne, etc) to isolate and troubleshoot all network related issues
• Process all customer calls/emails and take ownership of issue until resolution
• Troubleshoot network outages, network latency, or equipment failures
• Setup dispatch and troubleshoot issues with local field operations to resolve issues
• Direct efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standards
• Advanced Knowledge of Voice Networks:SIP, IMS, SS7, TDM, Trunking
• Scripting knowledge
• Open and update Tickets using: SNOW, Jira, Remedy, ECM
• Good Analytical/Communication/Troubleshooting Skills
• Ability to provide on the job training to new hires as and when required
• Create processes and procedures for troubleshooting and ticket management as needed
• Initiate root cause analysis (RCA) request, participate in RCA calls as needed, proof all RCA’s prior to sending to leadership and provide feedback as needed
• Regular, consistent and punctual attendance. Must be able to work any shift including nights, weekends and selected holidays (variable schedule as needed)
• Other duties and responsibilities as assigned

Job Specification:

• Bachelor’s Degree or Equivalent
• Engineering, Computer Science
• Generally requires 3+ years related experience
• Experience working in a NOC with in-depth troubleshooting experience of complex large-scale enterprise application server environment(s). 
• Experience in an ISP-like environment involving 24/7 support is HIGHLY desirable, as well as experience in formal ticketing systems and a demonstrated ability to work in a metrics-based service desk that tracks progress through analytics
• In-depth knowledge of OSI layers 1-7 and an ability to troubleshoot and categorize issues accordingly and then engage the appropriate fix agents in a timely manner if they are not able to affect a fix
• Must have an understanding of the various components of a enterprise system such as:  IP routing, TCP traffic analysis, application flows, switches, web servers, web services, DHCP, DNS, SQL/RDB backend systems, IP Management, LDAP, HTML/XML
• Preferred:  Hands-on experience or exposure in the following: MSO (Multi-Service Operator / cable provider) supporting video, high speed data services  &/or telephony/IP Networking protocols & systems including SIP, SSH, TCP/IP, DHCP, DNS, TFTP, ToD, ARP, IP, TCP, UDP & SNMP/Transport & Voice Equipment familiarity (i.e.: BTS, MGX)/DOCSIS Cable modem technology/ IP subnet management/LDAP Directory Servers/Sun/Solaris hardware/software platform/ Cisco Hardware & IOS (routers, switches, CMTS)/UNIX (Solaris) & LINUX/ Programming skills in: Perl, PHP, C, C++, JavaScript (Node.js), all UNIX Shell Scripting plus skills with web based embedding (HTML, CSS, XML, etc.), SQL or noSQL (MongoDB, Riak)/system and application level monitoring solutions.  Examples include Netcool, Concord, Wily, Nagios, SevOne, Spectrum & Network Node Manager

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.

Skills

Communication, Customer Experience (CX), Incident Response Management, Sonus Session Border Controller (SBC), Voice Technology, VoIP SIP

Compensation

Primary Location Pay Range: $88,501.29 - $132,751.93

This job can be performed in Denver Campus with a Pay Range of $88,501.29 - $132,751.93

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. 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.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

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.

Certifications (if applicable)

Relevant Work Experience

2-5 Years

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.