Location: Charlotte, NC
Salary: $69.00 USD Hourly - $74.00 USD Hourly
Description: Job TitleInfrastructure Engineer - Contact Center (Genesys / CCaaS)Job Location- Charlotte, NC (300 Brevard St or CIC)
- Irving, TX
- Hybrid work model: 3 days per week in office (mandatory)
Job Type- Contract (Contingent Resource)
- Duration: 18 months (with potential extension or conversion)
Number of Openings Job SummaryWe are seeking a highly experienced
Infrastructure Engineer to support and modernize enterprise contact center platforms. This role focuses on
Genesys Computer Telephony Integration (CTI) and hybrid on-prem/cloud contact center infrastructure, supporting both legacy systems and a transition to
CCaaS (Contact Center as a Service) solutions.
The engineer will consult on complex, large-scale infrastructure initiatives, support high-volume production environments, and collaborate with cross-functional partners to ensure reliability, compliance, and operational excellence.
Responsibilities- Consult on complex infrastructure engineering initiatives with broad organizational impact
- Review, analyze, and resolve multifaceted infrastructure challenges, including unprecedented and long-term issues
- Provide platform and production support for enterprise contact center environments
- Support Genesys CTI systems and cloud-based contact center platforms (e.g., Five9 CCaaS) during hybrid operations and legacy system sunset
- Manage and resolve incidents and changes using ServiceNow or similar ITSM tools
- Maintain and support Linux (majority) and Windows servers used for call routing and contact center workloads
- Participate in a 24x7 on-call rotation with global handoff coverage
- Collaborate strategically with internal stakeholders and client personnel to meet operational and compliance requirements
- Contribute to continuous improvement through automation and operational optimization
Required Qualifications- 5+ years of experience in Technology Infrastructure Engineering and Solutions
- Proven experience with contact center routing platforms
- Hands-on experience with Genesys Computer Telephony Integration (CTI)
- Experience supporting production infrastructure in high-availability environments
- Experience with Linux and Windows systems in enterprise deployments
- Platform support experience using ServiceNow or a comparable incident/change management system
- Equivalent experience may be demonstrated through a combination of work, consulting, training, education, or military service
Preferred Qualifications- Experience with cloud-based contact center solutions (Genesys Cloud, Five9, Avaya, or similar)
- Experience supporting OCP-based platforms
- Experience in large-scale enterprise contact center environments
Work Environment & Operational Details- Hybrid schedule: 3 days onsite per week (no designated in-office days)
- Participation in an on-call rotation (24x7 coverage)
- 4-week rotation
- 12-hour global relay with India (8 AM-8 PM)
- On-call work eligible for overtime billing
- Weekly incident volume: approximately 100-200 tickets (majority automated; limited hands-on resolution weekly)
Additional Information- Backfill position
- Offers potential for extension or conversion
- Genesys expertise is considered a niche and mission-critical skillset; prior hands-on experience is required to contribute immediately
Supplier Requirements- All resumes must be submitted through Beeline to be considered
- No direct communication or solicitation with the hiring manager while the position is active
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