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. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.
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.
Job Description
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 but not limited to: BroadSoft / BroadWorks; Avaya (Aura, CM); 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 but not limited to: Microsoft Teams Direct Routing; Zoom Phone; Contact Centers; 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.
- Advanced skills in SIP and RTP troubleshooting, including one-way audio, call drops, interoperability, and codec issues
- Strong understanding of RFCs governing SIP, SDP, RTP, and related protocol behavior
- Ability to analyze packet captures (Wireshark, SBC traces) and correlate with call flows
- Expert-level experience in third-party integrations, including cloud and hybrid deployments
- Proven success delivering Microsoft Teams Direct Routing and Zoom Phone integrations
- Experience integrating contact centers, IVR platforms, and carrier services
- Highly process-oriented engineer who values standardized procedures, clear documentation, and operational excellence
- Experience creating and enforcing troubleshooting methodologies, escalation paths, and maintenance procedures
- Strong mentoring mindset with the ability to coach junior engineers and elevate team capabilities
- Proven ability to reduce recurring issues and escalations through root cause analysis and knowledge transfer
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
- Other duties and responsibilities as assigned.
Technical Expertise & Required Skills
- Voice & UC Platforms
- Extensive hands-on experience with BroadSoft, Avaya, and Cisco Call Manager voice environments
- Deep understanding of enterprise and service-provider voice architectures
- Session Border Controllers & Gateways
- Expert-level knowledge configuring and supporting Oracle, AudioCodes, and Adtran SBC and media gateway platforms
- Experience with call routing, normalization, transcoding, and security policies
- Protocols & Signaling In-depth knowledge of: SIP & SIPS; RTP / SRTP / RTCP; UDP / TCP; TLS; LDAP; SNMP; Q.931
Preferred Qualifications
- 8+ years of experience in voice, VoIP, or unified communications engineering
- Experience in enterprise, service provider, or large-scale hybrid environments
- SBC, Cisco, Avaya, or Microsoft UC-related certifications are a plus
- Have basic knowledge and understanding of data network engineering
- Strong written and verbal communication skills
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.
Skills
Customer Experience (CX), Net Promoter Score (NPS), Troubleshooting
Compensation
This job can be performed in Colorado with a Pay Range of $99,384.86 - $163,985.01
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
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.
Certifications (if applicable)
Relevant Work Experience
7-10 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.