SBC Support Engineer

We seeking a SBC Support Engineer with Genesys Pure Engage experience to join our US client remotely.
The project involves transforming the customer experience (CX) systems and processes from traditional call centers to an omnichannel platform. This transformation supports consumers, providers, and agents with constantly evolving features and functions.

Responsibilities:

• Day to Day Incident, Problem, and Change management.
• Support for high priority issues P1/P2 and Escalations.
• Support for SBC-related changes as well as Call Trace from SBC end.
• Health check of SBC environment.

Requirements

• 3+ years in a contact center support environment.
• 2+ years with ACME SBC, Oracle/Audio codes/Routers, and Session Manager.
• In-depth knowledge of VoIP signaling protocols such as SIP and media protocols (RTP/UDP/SRTP), and Carrier SIP networks.
• Expertise in debugging, troubleshooting, and root cause analysis (RCA) of production issues, including call routing, SIP signaling, and audio (media/codec/voice quality) issues.
• Hands-on experience with SIP trunk provisioning, including the configuration of ISCC, trunk, and dial plans.
• Experience working with telecom pr...