{"schemaVersion":"jobsearcher.job.v1","id":"6cbe04870e2df8a38d69eb45","url":"https://jobsearcher.com/jobs/6cbe04870e2df8a38d69eb45","canonicalUrl":"https://jobsearcher.com/jobs/6cbe04870e2df8a38d69eb45","title":"Technical Support Engineer","description":"Role: Technical Support Engineer / Telecom Architect (VoIP Operations)Location: Jersey City, NJ (On‑site / Hybrid)Employment Type: Long‑term Contract (Mphasis)Client Environment: Large Banking / Financial Services EnterpriseRole SummaryProvides 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 appropriatelyWhy this role existsTo 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 ResponsibilitiesMonitor and triage telecom incidents impacting public‑facing voice platforms, including SBC health and call routing behaviorInvestigate issues using CDRs, SBC logs, SIP traces, and vendor/carrier feedbackSupport STIR/SHAKEN operational behaviors, including signing success/failure, exceptions, unsigned calls, and carrier rejectionsExecute approved operational changes using defined runbooks and change windows (no ad‑hoc architecture changes)Coordinate with carriers, vendors, and internal engineering/SRE teams during incidentsParticipate in incident bridges and support escalation workflowsMaintain runbooks/SOPs and operational documentation/audit artifacts; contribute to post‑incident RCA documentationRequired Qualifications5–7+ years of VoIP/telecom operations experience in enterprise environmentsStrong 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 ConnectPreferred QualificationsExperience in BFS or regulated industries with strict change/audit requirementsRibbon SBC familiarity (preferred) and/or exposure to PSX‑style routing/policy constructsFamiliarity with STIR/SHAKEN failure modes and operational monitoring patternsExperience supporting hybrid contact center environments during migrations (on‑prem to cloud)Experience acting as a telecom architect or L3 supportExposure to enterprise monitoring and observability toolsExperience working in BFS Sector","company":"Delta System Software","rawCompany":"delta system software","city":"Jersey City","state":"NJ","isRemote":false,"isActive":false,"createdAt":"2026-07-23T13:45:18.296Z","occupations":[{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1241.01","title":"Telecommunications Engineering Specialists","slug":"telecommunications-engineering-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer","description":"Role: Technical Support Engineer / Telecom Architect (VoIP Operations)Location: Jersey City, NJ (On‑site / Hybrid)Employment Type: Long‑term Contract (Mphasis)Client Environment: Large Banking / Financial Services EnterpriseRole SummaryProvides 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 appropriatelyWhy this role existsTo 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 ResponsibilitiesMonitor and triage telecom incidents impacting public‑facing voice platforms, including SBC health and call routing behaviorInvestigate issues using CDRs, SBC logs, SIP traces, and vendor/carrier feedbackSupport STIR/SHAKEN operational behaviors, including signing success/failure, exceptions, unsigned calls, and carrier rejectionsExecute approved operational changes using defined runbooks and change windows (no ad‑hoc architecture changes)Coordinate with carriers, vendors, and internal engineering/SRE teams during incidentsParticipate in incident bridges and support escalation workflowsMaintain runbooks/SOPs and operational documentation/audit artifacts; contribute to post‑incident RCA documentationRequired Qualifications5–7+ years of VoIP/telecom operations experience in enterprise environmentsStrong 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 ConnectPreferred QualificationsExperience in BFS or regulated industries with strict change/audit requirementsRibbon SBC familiarity (preferred) and/or exposure to PSX‑style routing/policy constructsFamiliarity with STIR/SHAKEN failure modes and operational monitoring patternsExperience supporting hybrid contact center environments during migrations (on‑prem to cloud)Experience acting as a telecom architect or L3 supportExposure to enterprise monitoring and observability toolsExperience working in BFS Sector","datePosted":"2026-07-23T13:45:18.296Z","dateModified":"2026-07-23T13:45:18.296Z","hiringOrganization":{"@type":"Organization","name":"Delta System Software","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Jersey City","addressRegion":"NJ","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"6cbe04870e2df8a38d69eb45"},"url":"https://jobsearcher.com/jobs/6cbe04870e2df8a38d69eb45"}}