Infrastructure Engineer - NC, TX

Job#: 3031958

Job Description:

Client: Financial Services

Team: TBA

Job Title: Infrastructure Engineer 4

Location: Charlotte, NCor Irving, TX

Contract Length: 18 months (possibility to extend or convert)

Pay Rate: $69 - $74
Top Requirements:

5+ years of experience with contact center routing

Genesys Computer Telephony Integration (CTI) experience

Platform & production support experience (ServiceNow change/incident management or similar)

Linux or Windows experience (95% Linux, 5% Windows)

OCP platform support

Plusses:

Experience with cloud-based contact center solutions (Genesys Cloud, Avaya, Five9, etc.)

Job Summary:

In this contingent resource assignment, the Infrastructure Engineer 4 will consult on complex, large-scale Infrastructure Engineering initiatives. The role involves reviewing and analyzing multi-faceted engineering challenges requiring deep evaluation of multiple technical and operational factors. This engineer will contribute to resolving complex infrastructure issues, ensuring alignment with policies, procedures, and compliance requirements. The position requires strategic collaboration with client personnel and subject matter experts.

Required qualifications include 5+ years of Technology Infrastructure Engineering and Solutions experience, or equivalent through work, consulting, training, military experience, or education.
Day-to-Day Responsibilities:

• Provide platform support for the full contact center technology environment, including legacy Genesys CTI systems and the new Five9 CCaaS cloud platform.
• Support Windows and Unix/Linux servers responsible for call routing (majority Linux).
• Handle production support issues across both legacy and cloud environments.
• Manage incident volume of ~100-200 tickets per week, with ~3-4 requiring hands-on resolution.
• Participate in on-call rotation (24x7 coverage with 12-hour relay to India; 7-day rotation; 4-week cycle).
• Work onsite 3 days per week (mandatory hybrid schedule).
• Collaborate with engineering teams on complex infrastructure challenges and long-term planning.
• Follow ServiceNow or similar processes for change and incident management.
• Support the transition from legacy Genesys CTI to the new Five9 cloud environment.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.