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Project Manager 3, VoIP, Comcast Business Global

Comcast · Plano, TX · 1 wk ago
On-siteProject ManagementFull-time

About the Role

This role involves comprehensive customer project management, spanning from directly after a CBG (Comcast Business Global) sales agreement is made, through aligning business strategies and goals throughout the customer journey, all the way to the final stages of initial activation and installation. The Customer Project Manager's scope encompasses 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.

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: Lead 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 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, 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.
  • Understand and apply Comcast’s Operating Principles in daily work.
  • Own the customer experience by prioritizing seamless digital options and customer satisfaction.
  • Stay informed and advocate for Comcast’s technology, products, and services.
  • Collaborate and contribute to team success through open communication and new ideas.
  • Participate in the Net Promoter System by joining huddles, making callbacks, and elevating customer feedback.
  • Drive results and growth while supporting a culture of inclusion.

Requirements

  • Bachelor's Degree (preferred) or equivalent combination of coursework and experience, or extensive related professional experience.
  • 7-10 years of relevant work experience.

Skills

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

Benefits

Comcast provides best-in-class benefits to eligible employees, designed to support physical, financial, and emotional well-being. Benefits include a range of options, expert guidance, and tools personalized to meet individual needs, helping employees care for themselves and their families through life’s milestones and everyday challenges.

Pay

Base pay is one part of the Total Rewards at Comcast. Most sales positions are eligible for a Commission under an applicable plan, while most non-sales positions are eligible for a Bonus. For more details, visit the compensation and benefits summary on the Comcast careers site.

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