Service Delivery Engineer, Pure IP

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. Who We Are: BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP. Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen. When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours. Why BCM One: We are committed to creating an environment that fosters accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture. We Are a Team We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth. We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times. Hard Work is Recognized We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year. We believe in developing our team members and offer many opportunities for training, professional development and career growth. Your Voice is Heard We empower our team members to speak up and look for opportunities in challenges. We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities. 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 BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.