Sr. UCaaS, Support Engineer

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

About the Role We are seeking a Senior UCaaS Support Engineer to serve as the Tier 3 escalation point for enterprise voice services supporting Comcast Business customers. This is a customer‑facing, hands‑on engineering role responsible for restoring critical voice services, resolving complex escalations, and influencing the ongoing evolution of our UCaaS environment. The role supports all UCaaS voice services, including desk phones and software‑based platforms, and partners closely with internal engineering teams to troubleshoot, research, and enhance enterprise‑scale voice solutions.

Job Description

What You’ll Do​:

• Act as the Tier 3 escalation engineer and final line of defense for complex, high‑impact UCaaS and voice service issues
• Own break/fix resolution for enterprise UCaaS platforms, driving rapid service restoration
• Support and troubleshoot SIP‑based voice services, VoIP infrastructure, and UCaaS applications
• Manage and resolve highly escalated, customer‑facing incidents with clear communication and accountability
• Mentor and support Tier 2 engineers, sharing expertise and improving resolution effectiveness
• Research and troubleshoot undocumented issues, new products, and emerging UCaaS technologies
• Collaborate with internal engineering teams on architecture assessments, redesigns, and alternative vendor solutions
• Participate in weekly collaboration meetings with U.S.‑based Voice Engineering teams
• 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.

Technologies You’ll Work With

• UCaaS Platforms
• SIP / SIP Trunking
• Session Border Controllers (SBCs)
• VoIP Engineering
• Microsoft Teams (Voice)
• Webex
• Oracle / ACME Packet
• Enterprise desk phone and unified communications platforms

What We’re Looking For

• 7–10 years of experience in UCaaS, Voice, or Unified Communications engineering
• Strong hands‑on experience with SIP, SBCs, VoIP, and UCaaS environments
• Proven success resolving high‑severity, escalated, customer‑facing issues
• Experience supporting both hardware‑based and software‑based UCaaS platforms
• Ability to work independently and troubleshoot issues with limited documentation
• Strong written and verbal communication skills
• Collaborative mindset with a passion for mentoring and knowledge sharing

Why This Role

• True Tier 3 ownership — you are the last line of defense
• Exposure to modern UCaaS technologies at enterprise scale
• Opportunity to influence technology direction, vendor decisions, and infrastructure design
• Blend of hands‑on troubleshooting, mentorship, and strategic engineering collaboration
• High visibility with customers and internal engineering leadership

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.

Skills:

Customer Experience (CX); Net Promoter Score (NPS); Troubleshooting

Salary:

Pay Range: 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.

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.

Relevant Work Experience

7-10 Years