Sr. UCaaS, Support Engineer
About The Position
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.
Requirements
- 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
Responsibilities
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
