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 #J-18808-Ljbffr