Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

We are seeking a skilled and customer-focused Telephony Support Engineer to join our telephony engineering team. This role is critical to ensuring the stability, availability, and performance of our voice and contact center platforms. You will be responsible for investigating telephony incidents, triaging issues, and driving resolution across internal teams, vendors, and carriers. In addition, you will play a key role in improving system reliability by enhancing monitoring, documentation, and operational processes. The ideal candidate brings strong troubleshooting expertise, clear communication skills, and the ability to perform effectively in high-pressure environments. An understanding of how telephony supports regulated financial services and customer experience is essential. Familiarity with the debt settlement industry is a plus.

• Identify, log, triage, and prioritize telephony and contact center issues (e.g., call failures, routing issues, IVR behavior, agent connectivity, call recording, carrier/provider incidents) based on severity, business impact, and operational urgency
• Troubleshoot and resolve telephony issues; escalate complex problems to internal teams, vendors, or carriers with clear reproduction steps, timestamps, logs, and supporting data
• Design, deploy, and maintain cloud-based telephony and contact center platforms (e.g., Service Cloud Voice, Five9, Amazon Connect), with working knowledge of underlying technologies such as SIP and VoIP
• Participate in an on-call rotation with weekend coverage, ensuring timely triage, communication, and resolution of critical incidents
• Partner with business stakeholders to assess and communicate impact, including affected users, call volume, operational disruption, revenue impact, and compliance risk
• Maintain and contribute to a robust knowledge base, documenting incidents, root causes, workarounds, and permanent fixes
• Drive continuous improvement through post-incident reviews, implementing runbooks, monitoring enhancements, and configuration guardrails to prevent recurrence
• Enhance system reliability and operations by improving observability, alerting, and support processes, and coordinating with carriers, CCaaS providers, and internal teams during incidents and maintenance
• Support compliant outbound dialing operations, incorporating TCPA requirements and call reputation best practices (e.g., STIR/SHAKEN, CNAM, spam mitigation) to improve call deliverability, answer rates, and overall dialing effectiveness
• Follow established change management, security, and communication practices for production systems and customer voice data

• 2+ years of experience in production support, NOC, contact center operations, or a related technical role with telephony exposure
• Hands-on experience with cloud-based telephony and contact center platforms (e.g., Five9, Amazon Connect, Twilio)
• Strong ability to diagnose voice and call-flow issues and determine appropriate escalation paths (internal teams, vendors, or carriers)
• Strong analytical and problem-solving skills with high attention to detail, especially during time-sensitive incidents
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders
• Ability to work independently and collaboratively while managing multiple incidents and competing priorities
• Working knowledge of telephony and contact center technologies, including:
  • SIP and trunking
  • IVR, ACD, and queue management
  • Softphones/WebRTC
  • Carrier and provider platforms
• Experience with ticketing and collaboration tools (e.g., ServiceNow, Jira)

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment

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