Telecom - L3 Job New York New York USA,IT/Tech

Position: Telecom Support - L3
Location: New York

Overview

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Key Responsibilities

Advanced Telecom Operations & Escalations
Act as the final L3 escalation point for all telecom-related incidents including SIP failures, PRI issues, MPLS/SD-WAN outages, QoS degradation, and PSTN connectivity failures.
Troubleshoot complex issues involving call routing, voice gateway configurations, SBCs, QoS policies, jitter/latency anomalies, and WAN circuit performance.
Perform deep-dive analysis using CDRs, traces, SIP logs, and provider diagnostics.
Telecom Infrastructure Management
Manage and optimize enterprise telecom infrastructure including:

Oversee number management, DID allocation, and porting processes.
Telecom Service Provider & Vendor Management
Interface with carriers & telco vendors for escalations, fault resolution, SLA disputes, and service improvements.
Coordinate with ISPs for link testing, latency checks, and circuit commissioning/upgrades.
Ensure vendors adhere to contractual SLAs and provide timely RCA reports.
Capacity Planning & Performance Optimization
Conduct telecom capacity assessments for SIP channels, PRI utilization, WAN bandwidth, and QoS policies.
Analyze traffic patterns, CDRs, and call flows to prevent congestion and ensure optimal routing.
Recommend upgrades, restructuring, or optimizations based on performance trends.
Change Management & Project Execution
Lead telecom-related change activities including:

Validate and approve telecom RFCs, risk assessments, and rollback procedures.
Governance, Compliance & Security
Enforce telecom standards including dial-plan governance, numbering formats, QoS configurations, and SBC security policies.
Ensure compliance with regulatory requirements (TRAI, FCC, E911, emergency calling).
Implement and maintain telecom security standards such as fraud detection, toll-bypass prevention, and SIP security hardening.
Documentation & Life-cycle Management
Maintain detailed documentation including telecom topology diagrams, circuit inventory, vendor lists, dial plan documentation, and SOPs.
Track contract renewals, service expiries, and cost optimization opportunities.
Manage telecom asset lifecycle including capacity thresholds and end-of-life planning.
Mentorship & Leadership
Guide L1/L2 telecom/voice/network teams in troubleshooting, RCA, and telecom best practices.
Develop knowledge base articles, training documents, and operational SOPs.
Participate in roadmap discussions and provide recommendations for technology evolution.
Strong expertise in telecom technologies such as SIP, RTP, PRI, ISDN, PSTN, DID, QSIG, SS7.
Hands-on experience with:

Strong understanding of WAN technologies: MPLS, SD-WAN, VPN, DIA, QoS, CoS classifications.
Ability to read and analyze SIP traces, CDR logs, ladder diagrams, and signaling flows.
Strong fault isolation skills for voice quality issues (jitter, packet loss, latency).
Familiarity with telecom billing, usage analysis, and cost management.
Knowledge of network fundamentals related to voice (VLANs, QoS, DSCP, NAT traversal).

Qualifications & Experience

Experience:

10–12+ years in telecom operations, voice engineering, or unified communications support, with at least 3–4 years in L3 or senior escalation roles.
Preferred

Certifications:
- Cisco CCNP Collaboration (or equivalent)
- Ribbon/Audiocodes SBC certifications
- Avaya/Teams UC certifications
- ITIL v4 Foundation
- Any telecom auditing/FCC/TRA compliance certification (optional)
Strong ownership, analytical thinking, and problem-solving aptitude.
Excellent communication with the ability to lead high-severity bridges.
Strong vendor negotiation and SLA management skills.
Proactive, detail-oriented, and able to work in high-pressure environments.
Able to mentor…


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