Company Profile: |
Comcast was founded in 1963 as a single-system cable operation. Today, we’re the country’s largest provider of cable services - and one of the world’s leading communications companies. We’re focused on broadband cable, commerce, and content. We deliver digital services, provide faster Internet and clearer broadband phone service, and develop and deliver innovative programming.
Looking to the Future
As Comcast evolves, we continue to look to the future - seeking out new communications technology, new opportunities, and more choices. We want to continue to provide people with the communications products and services that connect them to what’s important in their lives.
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Benefits: |
Full Benefits package including:
Medical, Dental, Vision, 401k W/ Match, Vacation, Flex, Float days off, etc. |
Job Description:
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This role exists to ensure telecomm reliability and ensure best in class delivery of process improvement systems, as well as timely and effective voice technology solutions for our call centers. As a member of Telecom Services group, this individual will design, implement and provide consultation to the division’s Information Technology call center technologies. This position will take collaborative responsibility with the division’s subject matter experts to understand all relevant business processes and rules regarding call center /telecom applications projects and recommend and/or provide timely solutions to derive efficiencies.
Involved in the planning and scheduling of call center/telecom projects. Work with all regions to gather requirements and to present a customized solution. Create detailed documentation developed by defining scope and objectives through research, analysis and thorough understanding of business systems and operations.
Prepare and execute proposals, technical specifications (call flows), testing and delivery plans, gather requirements and act as liaison between regions and corporate call routing team.
Analyze, manage testing process, and implement enhancements/solutions. Test and prove results of programming to ensure user requirements have been met. Ensure the quality assurance of test scripts, coordination of testing resources and oversight of issues management through appropriate reporting and regression testing.
Provide support on current solutions and serve as an escalation point for routing problems and complex inquiries.
Maintain knowledge and understanding of business operations and objectives by partnering with appropriate cross-functional team. Utilize disciplines and Project Management to update documentation and communication of all initiatives including launch of new initiatives, status updates on current projects and changes to call flows.
Perform other related duties as assigned.
JOB EXPERIENCE:
5+years experience, in a complex, multi call multi skill center environment.
5+ years experience in formal business analysis.
5+ years experience overall Voice Technologies, (IVR, PBX, ACD) or has the equivalency of work experience with a wide variety of call center systems, software and reporting.
Proven experience using wide array of systems and software including Microsoft Project, Excel and Visio.
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