Technical Support Engineer

Delta System & Software, Inc.; Jersey City (NJ); On-site; USD 110,000 - 150,000; Full time

Job summary

Delta System & Software, Inc. is seeking a Technical Support Engineer / Telecom Architect (VoIP Operations) to provide day-to-day operational support across SBC-centric voice environments and coordinate with carriers for a hybrid contact center stack (Genesys today, Amazon Connect migration underway).

The role involves monitoring, incident triage, SBC troubleshooting, and escalation within runbooks, contributing to post-incident RCA documentation and ongoing change execution.

Qualifications

• 5–7+ years in VoIP/telecom operations in enterprise environments.
• Strong experience with SBC-based voice services, SIP flows, and log analysis (CDR/SBC/SIP logs).
• Familiarity with incident management processes (ITSM/ticketing, escalations, documentation).
• Working knowledge of contact center call flows and platforms (Genesys and/or Amazon Connect).

Responsibilities

• Monitor and triage telecom incidents impacting public-facing voice platforms (SBC health, call routing).
• Investigate issues using CDRs, SBC logs, SIP traces, and vendor/carrier feedback.
• Support STIR/SHAKEN operational behaviors including signing, exceptions, and carrier rejections.
• Execute approved operational changes using runbooks and defined change windows.
• Coordinate with carriers, vendors, and internal engineering/SRE during incidents.
• Participate in incident bridges and support escalation workflows.
• Maintain runbooks/SOPs and audit artifacts; contribute to post-incident RCA documentation.

Skills

VoIP operations

SBC operations

SIP call flows

Log analysis

Incident management

ITSM

Job description

Role: Technical Support Engineer / Telecom Architect (VoIP Operations)

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