Associate Comcast Call Center Jobs in Allen, TX (NOW HIRING)

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

This job involves comprehensive customer project management, spanning from directly after a CBG (Comcast Business Global) sales agreement is made, through the alignment of business strategies and goals throughout the customer journey, all the way to the final stages of initial activation and installation. This Customer Project Manager's scope will encompass resource allocation, risk mitigation, intensive VoIP-focused technical knowledge and stakeholder communication, with a focus on delivering quality outcomes. The role is pivotal in fostering collaboration across teams and leading customer projects to successful completion.

Job Description

Core Responsibilities:

Project Research and Development:

• Research emerging VoIP technologies, hosted unified communications platforms, SIP trunking solutions, and collaboration tools (Microsoft Teams, Webex).

• Recommend best practices for call center integrations and cloud telephony migrations.

Resource Management:

• Apply established project management methodologies to VoIP deployments, ensuring cost-effective implementation of hosted UC and SIP trunking.

• Manage licensing and hardware procurement.

Project Status Updates:

• Provide detailed updates on VoIP system readiness and integration milestones for Microsoft Teams and Webex.

• Conduct technical workshops for VoIP architecture, SIP trunking, and UC platform integration.

Timeline and Project Plan Oversight:

• Leading projects to successful completion, ensuring timely delivery within budgetary constraints.

• Create migration timelines for legacy PBX to cloud VoIP platforms.

• Track dependencies for call center routing, IVR setup, and SIP trunk provisioning.

Project Direction Prioritization:

• Align VoIP deployments with network upgrades, security initiatives, and collaboration tool rollouts.

Quality Standardization:

• Ensure VoIP solutions meet uptime SLAs, E911 compliance, and disaster recovery requirements.

Impact Management:

• Develop failover strategies for voice services and call center continuity plans.

• Address problems through risk management and contingency planning, and present solutions and/or options to executive management.

Project Leadership and Implementation:

• Serve as liaison and primary point of contact between telecom vendors, internal IT teams, and business units for voice-related initiatives.

• Validate interoperability between Microsoft Teams, Webex, and SIP trunks during deployment.

Other Duties and Responsibilities, as Assigned:

• Make consistent, and independent, decisions on vendor selection, QoS optimization, and compliance adherence.

• Support after-hours cutovers and emergency VoIP troubleshooting, when required.

• Maintain documentation for VoIP architecture, call flows, and escalation procedures.

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:

Cross-Team Collaboration; Technical Acumen; Customer Interaction Management; Multiple Project Management

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