Manager, Data & Telecommunications

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

Dept Hours: Monday through Friday, 8:00am - 8:00pm EST (Must have availability to work ANY hours during the open dept hours) Responsible for leading the telecom team and aligning technology strategies for customer facing operations. Analyzes business requirements, develops contact center applications and ensures voice/data network infrastructure. Serves as subject matter expert and provides guidance to employees as required. Develops processes and procedures to drive department efficiencies. Assists in the development and meeting of the departmental budget. This job oversees a large team of front-line support analysts and engineers. Responsibilities include onboarding of vendors and vendor locations, outage management support, primary support of department support issues.

Job Description

Position Specific Responsibilities:

• Manage a team of 9 team members with the focus of supporting direct customer issues
• Supports the onboarding of new vendors or new vendor locations
• Team supports the creation of all agent communication accounts
• Team support business hour outage bridge support, outage teams channel monitoring and pulling in the right resources to resolve issues if unable to resolve.
• Deployment update testing and project support as needed
• IOP triage or resolution is about 60% of the overall team focus
• JIRA project support, team project and enterprise projects as needed, about 20% of the overall team focus
• Automation of services and self-help development including documentation, current and future will likely be about 10% of team focus

Core Responsibilities:

• Drives development of a technology plan to support service strategies for the contact centers.
• Gathers business requirements, documents functional specifications and develops technical requirements for contact center-focused technology initiatives.
• Identifies technology solutions and applications that meet business requirements; develops appropriate business cases and performs cost benefit analysis.
• Develops and maintains cross-functional ties between contact center staff, technical and operational teams and network infrastructure group.
• Delivers cost savings through negotiation of contracts, application pricing and licensing expenses for hardware/software purchases.
• Defuses and resolves conflicts and billing errors with telecom/cellular service providers.
• Maintains a high-competence level staff through training, development and motivation.
• 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) and overtime as necessary.
• Other duties and responsibilities as assigned.

Requirements / Specifications:

Required Skills:

• Avaya Communications Platform experience
• Experience working on a voice technical team
• Broad understanding of desktop applications used by agents and company employees (Screen Pop – CTI, 911 Service Applications, Avaya Softphone and workplace software)
• Small to Medium Project Coordination experience
• Leadership Experience (people or project leader)

Desired Skills:

• Working knowledge of SQL, Unimax, Python - Onboarding Automation Experience

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.
• Respect and promote inclusion & diversity.
• 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 EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be 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. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

Salary:

National Pay Range: $82,465.14 USD-$193,277.68 USD

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.

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