Collaboration Engineer III

Role & responsibilities

• Configure, manage, and troubleshoot Ribbon SBC 5000 series for carrier voice connectivity and SIP routing.
• Support carrier interconnects, call routing policies, and media handling within the SBC environment.
• Learn and support the internal third-party PBX platform (training provided as needed).
• Monitor voice network performance and respond to incidents affecting service quality or uptime.
• Participate in implementation and migration projects related to SBC infrastructure.
• Collaborate with telecom vendors and service providers to resolve service-impacting issues.
• Create and maintain detailed documentation of configurations, processes, and troubleshooting procedures.
• Provide Tier I/II support for escalated voice-related incidents.
• Participate in an on-call rotation and after-hours maintenance activities.
• Exposure to or experience with PBX systems (Avaya, Cisco CUCM, Teams, or Open Source proprietary solutions).
• Understanding of voice failover, redundancy, and high-availability architectures.
• Experience scripting or automating configurations using CLI or API (e.g., Ribbon REST API).

Preferred candidate profile

• 3+ years of experience in enterprise voice engineering, with at least 1-2 years directly supporting Ribbon SBC 5000 series (or equivalent SBC platforms).
• Strong understanding of SIP signaling, RTP, and VoIP call flows.
• Experience with SBC configuration, trunking, and security policies.
• Proficient in network troubleshooting using tools such as Wireshark and syslogs.
• Familiarity with carrier SIP interconnects and number porting processes.
• Strong analytical and troubleshooting skills.
• Clear and professional communication skills.
• Willingness to learn and adapt to proprietary technologies.
• Comfortable working independently and within a cross-functional team.
• Ability to work US day shift hours.