Technical Support Engineer Telecom Architect (VoIP Operations)

Jersey, NJ - USA

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

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 Enterprise

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

Experience working in BFS Sector

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 Enterprise Role Summary Provides day-to-day operational support and deep telecom expertise...