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