Technical Support Engineer

Key Responsibilities

· 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

Required Qualifications

· 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

Preferred Qualifications

· 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