Technical Support Engineer

Role: Technical Support Engineer / Telecom Architect (VoIP Operations)

Role Summary

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.

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