Technical Support Engineer / Telecom Architect (VoIP Operations) - only

Saransh Inc

Jersey City, NJ, United States

19 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

7 years minimum

Working hours

Regular working hours

Job source

www.careerjet.com

Tech stack

VoIP Monitoring of Systems Log Analysis Routing Amazon Connect Genesys Grafana Ribbon (Software)

Job description

Provides day to day operational support and deep telecom expertise across SBC centric voice environments. Responsible for monitoring, incident triage, SBC troubleshooting, and carrier coordination in support of a hybrid contact center stack (Genesys today, Amazon Connect migration underway). Works from established runbooks, participates in incident bridges, and escalates issues appropriately Why this role exists To provide the day to day operational backbone for a combined telecom security and incident response program - ensuring stable operations across SBC centric voice environments while the contact center runs in a hybrid state (Genesys now, Amazon Connect migration underway), with disciplined incident response and change execution., * Monitor and triage telecom incidents impacting public facing voice platforms, including SBC health and call routing behavior

Investigate issues using CDRs, SBC logs, SIP traces, and vendor/carrier feedback
Support STIR/SHAKEN operational behaviors, including signing success/failure, exceptions, unsigned calls, and carrier rejections
Execute approved operational changes using defined runbooks and change windows (no ad hoc architecture changes)
Coordinate with carriers, vendors, and internal engineering/SRE teams during incidents
Participate in incident bridges and support escalation workflows
Maintain runbooks/SOPs and operational documentation/audit artifacts; contribute to post incident RCA documentation

Requirements

5 7+ years of VoIP/telecom operations experience in enterprise environments
Strong experience supporting SBC based voice services, including SIP call flows, routing, and log analysis (CDR/SBC/SIP/session logs)
Experience with incident management processes (ITSM/ticketing, escalations, documentation)
Working familiarity with contact center call flows and platforms (Genesys and/or Amazon Connect, * Experience in BFS or regulated industries with strict change/audit requirements
Ribbon SBC familiarity (preferred) and/or exposure to PSX style routing/policy constructs
Familiarity with STIR/SHAKEN failure modes and operational monitoring patterns
Experience supporting hybrid contact center environments during migrations (on prem to cloud)
Experience acting as a telecom architect or L3 support
Exposure to enterprise monitoring and observability tools
Experience working in BFS Sector