Technical Support Engineer

Veriipro; Jersey City (NJ); On-site; USD 120,000 - 150,000; Full time

Job summary

Veriipro in Jersey City, NJ seeks an experienced VoIP operations professional to monitor, triage, and coordinate telecom incidents impacting public-facing voice platforms.

You will analyze CDRs and SIP traces, support STIR/SHAKEN, and implement runbook-based changes, working with carriers, vendors, and internal SRE teams.

Qualifications

• 5–7+ years of VoIP/telecom operations in enterprise settings.
• SBC-based voice services with SIP flows, routing, and log analysis (CDR/SBC/SIP logs).
• Experience with ITSM ticketing, incident escalations, and documentation.
• Familiar with contact center call flows; Genesys and/or Amazon Connect.

Responsibilities

• Monitor and triage telecom incidents affecting public voice platforms
• Investigate issues using CDRs, SBC logs, SIP traces, and vendor feedback
• Support STIR/SHAKEN operational behaviors including signing and rejections
• Execute approved changes using runbooks within defined windows
• Coordinate with carriers, vendors, and internal teams during incidents
• Participate in incident bridges and escalation workflows
• Maintain runbooks, SOPs, and post-incident RCA artifacts

Skills

VoIP operations

SBC experience

SIP traces

CDR analysis

Incident management

Ticketing

Genesys

Amazon Connect

Tools

SIP logs

SBC logs

Job description

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