Provide engineering support for Ribbon SBC platforms including Ribbon 7000 series, PSX, and RAMP environments.
Support enterprise SIP-based voice services, session management platforms, voice security services, and carrier integrations.
Configure, troubleshoot, and maintain complex SBC infrastructures supporting enterprise voice and contact center environments.
Analyze and resolve escalated Tier 2 and Tier 3 issues involving SIP signaling, RTP/RTCP media flows, routing, interoperability, and session management.
Support integrations with Avaya, Cisco, Genesys, and other unified communications platforms.
Participate in platform upgrades, software deployments, hardware refreshes, patching activities, and technology lifecycle initiatives.
Conduct root cause analysis for voice service disruptions and recommend corrective actions.
Support toll-free routing, carrier connectivity, voice access services, and telecommunications infrastructure.
Assist with testing, validation, certification, and operational readiness activities for new implementations and platform enhancements.
Develop implementation plans, rollback procedures, and technical support documentation. Governance, Compliance & Operational Oversight
Maintain governance standards, technical documentation, platform inventories, and engineering procedures for SBC environments.
Support change management processes by reviewing implementation plans, risk assessments, testing results, and post-change validation activities.
Ensure SBC environments adhere to enterprise security, resiliency, compliance, and operational standards.
Support audit reviews, compliance assessments, and evidence collection activities related to voice infrastructure and session management platforms.
Track operational risks, vulnerabilities, remediation activities, and policy exceptions impacting SBC environments.
Assist with business continuity, disaster recovery, and resiliency planning efforts.
Develop operational reporting, dashboards, and platform health metrics for engineering leadership.
Partner with security, compliance, network, and operations teams to ensure governance requirements are met across voice platforms.
Serve as a technical governance point for vendor partners, managed service providers, and infrastructure support teams.
Maintain accurate records within ServiceNow, ticketing systems, inventory repositories, and operational databases.

This is onsite 3 days a week in Charlotte, NC on a 9-5 EST schedule. This is offering 48-50/hr. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

To learn more about how we collect, keep, and process your private information, please review

Insight Global's Workforce Privacy Policy:

https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements

5+ years of experience supporting enterprise voice, telecommunications, SBC, VoIP, or carrier infrastructure environments.
Strong hands-on experience with Ribbon SBC technologies, including Ribbon 7000 series platforms.
Experience supporting PSX, RAMP, and session management solutions.
Strong knowledge of SIP, RTP, and RTCP protocols.
Experience troubleshooting complex voice call flows and SIP signaling issues.
Knowledge of carrier interconnects, voice access services, and toll-free routing environments.
Experience supporting integrations with Avaya, Cisco, Genesys, or similar unified communications platforms.
Understanding of change management, operational governance, and production support processes.
Strong analytical, troubleshooting, and root cause analysis skills.
10+ years of experience supporting carrier, transport, SBC, and enterprise voice technologies.
Experience supporting financial services, healthcare, telecommunications, or other highly regulated environments.
Familiarity with enterprise voice security services and session management architectures.
Experience with ServiceNow, Jira, Splunk, SolarWinds, or similar operational support tools.
Understanding of ITIL processes, governance frameworks, and operational control environments.
Experience supporting vulnerability remediation and infrastructure modernization initiatives.
Exposure to cloud voice technologies and hybrid collaboration environments.
Familiarity with enterprise networking concepts, routing, firewalls, DNS, load balancing, and network troubleshooting.
Bachelor's degree in Telecommunications, Information Technology, Computer Science, Engineering, or related field.

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