Technical Support Engineer / Telecom Architect (VoIP Operations) :- Jersey City, NJ (On site / Hybrid)

Hello Folks,

 

Hope you are doing great!

 

This is Himank Jani from ApTask.

 

We have urgent requirements with one of our client’s, please review the job description below and let me know if you have any relevant candidates on your bench, Kindly share.

 

Kindly share the DL location and work authorization status along with the profile

 

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

 

 

 

 

Best Regards,

Himank Deepak Jani

 

ApTask | A global, diversity-certified workforce solutions provider.

Address: 120 Wood Ave South, Suite # 300, Iselin, NJ 08830

 

This e-mail and any attachments may be confidential, proprietary or legally privileged. Any review, use, disclosure, distribution or copying of this e-mail is prohibited except by or on behalf of the intended recipient. If you received this message in error or are not the intended recipient, please delete or destroy the e-mail message and any attachments or copies and notify the sender of the erroneous delivery by return e-mail. It shall not attach any liability on the sender or ApTask or its affiliates. Any views or opinions presented in this email are solely those of the sender and may not necessarily reflect the opinions of ApTask or its affiliates.

 

Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.

If you have any concerns or queries about your personal information, please feel free to contact our compliance team at compliance@aptask.com.

Applicant Consent:
By submitting your application, you agree to ApTask's (www.aptask.com) Terms of Use and Privacy Policy, and provide your consent to receive SMS and voice call communications regarding employment opportunities that match your resume and qualifications. You understand that your personal information will be used solely for recruitment purposes and that you can withdraw your consent at any time by contacting us at 732-355-8000 or help@aptask.com. Message frequency may vary. Msg & data rates may apply.