Network Voice 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)
• Cook up 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