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.

Compensation

Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. 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.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Certifications (if applicable)

Relative Work Experience