Telecom Architect

Description:

Telecom Architect (VoIP Operations)

Location: Jersey City, NJ (Onsite / Hybrid)

Job Type: Long term Contract

Client: Mphasis

Job Description:

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