Position Overview:
BCM One is looking for a Service Delivery Engineer to join our Pure IP Engineering team. In this role, you will be responsible for provisioning, configuring, and managing new services for Pure IP customers-ensuring every implementation is delivered to the highest technical and operational standards. From SIP trunking and Microsoft Teams Direct Routing to Zoom and Webex integrations, you'll help businesses stay connected by delivering secure, reliable, and scalable communication solutions.
This role works closely with cross-functional teams, including Service Delivery Managers, Account Managers, and Support teams, to troubleshoot, optimize, and seamlessly hand off services. You will also help ensure internal systems remain accurate for billing, reporting, and operational continuity.
The ideal candidate for this role is proactive and accountable, brings a strong customer focus, communicates well, and is driven by curiosity and continuous learning.
Work Locations:
This position may be hybrid or fully remote. Preference will be given to candidates who are based in or near our office locations in Alpharetta, Georgia, or Blue Bell, Pennsylvania.
Hours:
8:00 a.m. to 5:00 p.m. Eastern Time, with flexibility to support west-coast needs.
Travel:
Travel is very unlikely; if needed, it would be limited to occasional domestic travel for team meetups.
What You Will Do:
- Provision and configure new customer services, including SIP trunks and voice platforms, across a variety of supported products such as Microsoft Teams (Direct Routing and Operator Connect), Zoom, WebEx, and contact center solutions.
- Manage and execute number porting activities, including pre-configuration, testing, and validation to ensure services are successfully integrated into the network.
- Perform testing and validation of services prior to handoff, including failover testing, and support customers during service turn-up and post-provisioning troubleshooting.
- Monitor and manage service delivery tickets through ServiceNow, prioritizing work based on port schedules, customer needs, and regional handoffs in a "follow-the-sun" model.
- Troubleshoot and triage technical issues related to SIP, VoIP, and voice services, collaborating with internal teams and third-party carriers when necessary.
- Work closely with global service delivery, support, and technical delivery teams to ensure seamless customer experience and knowledge sharing across regions.
What You Will Need:
- 5+ years of hands-on experience working in SIP, VoIP, or telecom-focused technical roles.
- Fundamental understanding of IP Networking and VoIP.
- Strong knowledge of SIP messaging call flows and analysis of packet captures.
- Experience configuring or supporting SBC environments and voice platforms used for enterprise communications.
- Experience in setting up and completing test plans applicable to the service provisioned.
- Comfort working directly with customers in a technical capacity, both verbally and in writing.
- Strong problem-solving skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
- A collaborative mindset with the ability to work effectively across global teams and time zones.
- Preferred: A degree in Networking, IT, Computer Science or a related field.
How we take care of you:
- Competitive industry salaries
- Comprehensive medical, dental, and vision insurance
- Company-provided life and disability insurance
- Matching 401 (k) plan
- Employee Emergency Assistance Fund
- Paid holidays and vacation time
- FMLA
