Tier 3 UCaaS, Voice Engineer
Comcast, Plano, TX, United States
Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next.
Job Summary
The Tier 3 Voice Engineer is a senior-level subject matter expert responsible for the design, deployment, integration, and advanced troubleshooting of enterprise and service-provider-grade voice platforms. This role serves as the highest technical escalation point for complex voice, SIP, and media-related issues, ensuring stability, performance, and interoperability across multi-vendor environments. The engineer plays a critical role in mentoring junior staff, driving process excellence, and supporting strategic voice initiatives.
What You’ll Do
Act as the Tier 3 escalation point for complex voice, SIP signaling, and media-related incidents impacting production environments.
Configure, troubleshoot, and optimize enterprise voice platforms including BroadSoft / BroadWorks, Avaya (Aura, CM), and Cisco Call Manager (CUCM).
Perform advanced configuration, integration, and troubleshooting of Session Border Controllers (SBCs), including Oracle SBC 4600, 6300, 6350; AudioCodes Mediant 800, 1000; AudioCodes MediaPack 11x series; Adtran NetVanta 63xx series.
Lead in-depth SIP signaling and media debugging using packet captures, ladder diagrams, and log analysis to identify root cause and resolution.
Support and deliver third-party integrations, including Microsoft Teams Direct Routing, Zoom Phone, contact centers, and IVRs.
Ensure secure and resilient voice communications through proper implementation of encryption, authentication, and certificate-based services.
Collaborate with network, security, carrier, and application teams to ensure end-to-end service delivery.
Participate in change management, maintenance windows, and customer-impacting activities.
Create, document, and continuously improve operational processes, runbooks, and troubleshooting guides.
Mentor Tier 1 and Tier 2 engineers to improve technical depth, reduce escalation volume, and promote best practices.
Apply advanced skills in SIP and RTP troubleshooting, including one-way audio, call drops, interoperability, and codec issues.
Apply strong understanding of RFCs governing SIP, SDP, RTP, and related protocol behavior.
Analyze packet captures (Wireshark, SBC traces) and correlate with call flows.
Provide expert-level experience in third‑party integrations, including cloud and hybrid deployments.
Deliver Microsoft Teams Direct Routing and Zoom Phone integrations successfully.
Integrate contact centers, IVR platforms, and carrier services.
Maintain highly process-oriented approach, valuing standardized procedures, clear documentation, and operational excellence.
Create and enforce troubleshooting methodologies, escalation paths, and maintenance procedures.
Coach junior engineers and elevate team capabilities.
Reduce recurring issues and escalations through root cause analysis and knowledge transfer.
Exercise independent judgment and discretion on matters of significance.
Maintain regular, consistent, and punctual attendance and be able to work nights and weekends as required.
Perform other duties and responsibilities as assigned.
Technical Expertise & Required Skills
Extensive hands‑on experience with BroadSoft, Avaya, and Cisco Call Manager voice environments.
Deep understanding of enterprise and service‑provider voice architectures.
Experience with Session Border Controllers and gateways.
Expert knowledge configuring and supporting Oracle, AudioCodes, and Adtran SBC and media gateway platforms.
Experience with call routing, normalization, transcoding, and security policies.
In‑depth knowledge of SIP/A, RTP/SRTP/RTCP, UDP/TCP, TLS, LDAP, SNMP, Q.931, and related protocols.
Preferred Qualifications
8+ years of experience in voice, VoIP, or unified communications engineering.
Experience in enterprise, service provider, or large‑scale hybrid environments.
Certifications related to SBC, Cisco, Avaya, or Microsoft UC a plus.
Basic knowledge of data network engineering.
Strong written and verbal communication skills.
Education
Bachelor's Degree (or equivalent coursework and experience).
Relevant Work Experience
7‑10 Years in relevant domain.
Skills
Customer Experience (CX)
Net Promoter Score (NPS)
Troubleshooting
Salary
Pay Range: $99,384.86 – $163,985.01 (cost to perform in Colorado).
Equal Opportunity Employer
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.
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Job Summary
The Tier 3 Voice Engineer is a senior-level subject matter expert responsible for the design, deployment, integration, and advanced troubleshooting of enterprise and service-provider-grade voice platforms. This role serves as the highest technical escalation point for complex voice, SIP, and media-related issues, ensuring stability, performance, and interoperability across multi-vendor environments. The engineer plays a critical role in mentoring junior staff, driving process excellence, and supporting strategic voice initiatives.
What You’ll Do
Act as the Tier 3 escalation point for complex voice, SIP signaling, and media-related incidents impacting production environments.
Configure, troubleshoot, and optimize enterprise voice platforms including BroadSoft / BroadWorks, Avaya (Aura, CM), and Cisco Call Manager (CUCM).
Perform advanced configuration, integration, and troubleshooting of Session Border Controllers (SBCs), including Oracle SBC 4600, 6300, 6350; AudioCodes Mediant 800, 1000; AudioCodes MediaPack 11x series; Adtran NetVanta 63xx series.
Lead in-depth SIP signaling and media debugging using packet captures, ladder diagrams, and log analysis to identify root cause and resolution.
Support and deliver third-party integrations, including Microsoft Teams Direct Routing, Zoom Phone, contact centers, and IVRs.
Ensure secure and resilient voice communications through proper implementation of encryption, authentication, and certificate-based services.
Collaborate with network, security, carrier, and application teams to ensure end-to-end service delivery.
Participate in change management, maintenance windows, and customer-impacting activities.
Create, document, and continuously improve operational processes, runbooks, and troubleshooting guides.
Mentor Tier 1 and Tier 2 engineers to improve technical depth, reduce escalation volume, and promote best practices.
Apply advanced skills in SIP and RTP troubleshooting, including one-way audio, call drops, interoperability, and codec issues.
Apply strong understanding of RFCs governing SIP, SDP, RTP, and related protocol behavior.
Analyze packet captures (Wireshark, SBC traces) and correlate with call flows.
Provide expert-level experience in third‑party integrations, including cloud and hybrid deployments.
Deliver Microsoft Teams Direct Routing and Zoom Phone integrations successfully.
Integrate contact centers, IVR platforms, and carrier services.
Maintain highly process-oriented approach, valuing standardized procedures, clear documentation, and operational excellence.
Create and enforce troubleshooting methodologies, escalation paths, and maintenance procedures.
Coach junior engineers and elevate team capabilities.
Reduce recurring issues and escalations through root cause analysis and knowledge transfer.
Exercise independent judgment and discretion on matters of significance.
Maintain regular, consistent, and punctual attendance and be able to work nights and weekends as required.
Perform other duties and responsibilities as assigned.
Technical Expertise & Required Skills
Extensive hands‑on experience with BroadSoft, Avaya, and Cisco Call Manager voice environments.
Deep understanding of enterprise and service‑provider voice architectures.
Experience with Session Border Controllers and gateways.
Expert knowledge configuring and supporting Oracle, AudioCodes, and Adtran SBC and media gateway platforms.
Experience with call routing, normalization, transcoding, and security policies.
In‑depth knowledge of SIP/A, RTP/SRTP/RTCP, UDP/TCP, TLS, LDAP, SNMP, Q.931, and related protocols.
Preferred Qualifications
8+ years of experience in voice, VoIP, or unified communications engineering.
Experience in enterprise, service provider, or large‑scale hybrid environments.
Certifications related to SBC, Cisco, Avaya, or Microsoft UC a plus.
Basic knowledge of data network engineering.
Strong written and verbal communication skills.
Education
Bachelor's Degree (or equivalent coursework and experience).
Relevant Work Experience
7‑10 Years in relevant domain.
Skills
Customer Experience (CX)
Net Promoter Score (NPS)
Troubleshooting
Salary
Pay Range: $99,384.86 – $163,985.01 (cost to perform in Colorado).
Equal Opportunity Employer
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.
#J-18808-Ljbffr