Contact Center Systems Engineer

Position Overview

The Client is seeking a Contact Center Systems Engineer to provide operational engineering support for an enterprise contact center platform supporting internal helpdesk and employee support organizations worldwide.

The successful candidate will support the existing commercial contact center platform while also contributing to the implementation and migration of a successor platform built on open-source telephony technologies.

This role is part of a small, distributed engineering team and requires close collaboration with engineers and operational stakeholders across multiple regions. The engineer will provide production support during an assigned Pacific Time shift, troubleshoot incidents across voice, network, and application layers, and participate in the design, configuration, testing, and migration of contact center capabilities.

The position supports global operations during the assigned shift and requires structured handoffs with engineering teams in other regions. There is no separate after-hours pager obligation; issues outside the engineer's scope will be escalated to the appropriate Client engineering resources.

Key Responsibilities

Contact Center Platform Operations

• Configure, maintain, and troubleshoot enterprise contact center platforms.
• Develop and maintain routing strategies, queues, IVR flows, agent targeting, and interaction workflows across:
  • Voice
  • Chat
  • Task
  • Email
• Troubleshoot production issues involving contact center applications, voice services, network connectivity, and supporting infrastructure.
• Investigate and resolve call-flow, routing, and media-path issues.
• Support number provisioning, number porting, and regional telephony routing.
• Monitor system health and proactively identify potential service-impacting issues.
• Resolve assigned incidents, defects, and operational requests within defined service levels.

Voice / Telephony Engineering

• Troubleshoot enterprise voice and VoIP environments.
• Analyze SIP and RTP signaling and media flows.
• Diagnose voice-quality issues including:
  • Latency
  • Jitter
  • Packet loss
  • Codec-related issues
  • Call setup and routing failures
• Troubleshoot network components affecting voice services, including firewalls, routing, DNS, and QoS.
• Collaborate with network, infrastructure, application, and telecommunications teams to resolve complex production issues.

Platform Migration & Engineering

• Analyze existing contact center routing and business logic.
• Translate current-state functionality into the target platform architecture.
• Configure and develop contact center capabilities in Linux environments.
• Support implementation of open-source telephony components.
• Execute feature-parity testing and validate functionality before production cutover.
• Participate in platform migration, integration, testing, and deployment activities.
• Identify gaps between legacy and target platforms and document required remediation.

Linux, Automation & Integration

• Configure and troubleshoot services in Linux environments.
• Perform command-line troubleshooting and log analysis.
• Develop scripts and automation using technologies such as Python, JavaScript, or Bash.
• Integrate applications and platforms using REST APIs and webhooks.
• Use Git and standard software deployment practices for configuration and code management.
• Support Infrastructure-as-Code and configuration-management activities where applicable.

Incident Management & Operational Support

• Triage and resolve production incidents under time-sensitive conditions.
• Perform root-cause analysis and document troubleshooting and resolution steps.
• Work effectively with incomplete requirements and make sound technical decisions.
• Escalate issues appropriately when they exceed the defined scope of responsibility.
• Participate in structured shift handoffs with engineering teams in other regions.
• Create and maintain operational runbooks, troubleshooting guides, and technical documentation.
• Communicate technical issues and status clearly to technical and non-technical stakeholders.

Required Qualifications

• 3+ years of hands-on experience supporting an enterprise contact center platform such as:
  • Genesys
  • NICE
  • Five9
  • Avaya
  • Cisco
  • Equivalent enterprise contact center technologies
• Strong working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region enterprise environment.
• Demonstrated experience troubleshooting:
  • Call flows
  • Routing logic
  • IVR
  • Voice/media paths
  • Voice-quality issues
• Strong networking fundamentals, including:
  • TCP/IP
  • DNS
  • Routing
  • Firewalls
  • QoS
• Hands-on experience with Linux environments, including service configuration, log analysis, and command-line troubleshooting.
• Proficiency in at least one scripting/programming language, such as:
  • Python
  • JavaScript
  • Bash
• Experience integrating enterprise systems using REST APIs and webhooks.
• Experience using Git and standard deployment workflows.
• Strong production incident-management and troubleshooting skills.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively across global teams and time zones.
• Ability to work onsite in Elk Grove, California during the assigned Pacific Time shift.
• Bachelor's degree in Computer Science, Information Systems, Telecommunications, or a related discipline, or equivalent practical experience.

Preferred Qualifications

• Hands-on experience with open-source telephony platforms such as:
  • FreeSWITCH
  • Kamailio
  • OpenSIPS
  • Asterisk
  • Comparable technologies
• Previous experience participating in a contact center platform migration or modernization initiative.
• Experience with SIP troubleshooting and diagnostic tools such as:
  • sngrep
  • sipgrep
  • Wireshark
  • HOMER
• Experience with Terraform or Ansible.
• Experience with observability and monitoring platforms such as:
  • Splunk
  • Grafana
  • Prometheus
  • Datadog
• Working knowledge of SQL.
• Experience with automated voice testing platforms such as Cyara.
• Familiarity with AI-enabled contact center capabilities, including:
  • Virtual agents
  • Intent-based routing
  • Speech analytics
• Awareness of telecommunications regulatory requirements, including call-recording consent and data-residency considerations.
• Experience with ITIL / ITSM processes.

Core Skills