Technical Support Engineer Telecom Architect (VoIP Operations)

Technical Support Engineer / Telecom Architect (VoIP Operations)
Location: Jersey City NJ (Onsite / Hybrid)
Employment Type: Longterm Contract (Mphasis)
Client Environment: Large Banking / Financial Services Enterprise
Role Summary
Provides daytoday operational support and deep telecom expertise across SBCcentric 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 daytoday operational backbone for a combined telecom security and incident response
program - ensuring stable operations across SBCcentric 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 publicfacing 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 adhoc
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 postincident
RCA documentation
Required Qualifications
5 7 years of VoIP/telecom operations experience in enterprise environments
Strong experience supporting SBCbased 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 PSXstyle routing/policy constructs
Familiarity with STIR/SHAKEN failure modes and operational monitoring patterns
Experience supporting hybrid contact center environments during migrations (onprem to cloud)

Experience acting as a telecom architect or L3 support
Exposure to enterprise monitoring and observability tools