Contact Center Systems Engineer

Hi,

Location - Elk Grove, CA

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
• Prior participation in a contact center platform migration or replacement
• SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER
• Infrastructure as Code: Terraform, Ansible, or comparable
• Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog

1. ROLE SUMMARY

• The Client operates an internal contact center platform supporting its own helpdesk and employee support organizations. The helpdesk runs continuously and the platform serves users worldwide.
• The Client is seeking a contracted Contact Center Systems Engineer to support and maintain the incumbent commercial platform while contributing to the implementation of a successor platform built on open-source telephony components. The resource joins a small distributed engineering group and coordinates with Client engineers in other regions.
• 2. SCOPE OF WORK

• 2.1 Stakeholder and operational support

• Act as a technical point of contact for Client support stakeholders primarily operational leads, team leads, helpdesk leadership, and training staff in any region, for requests arising during the coverage window
• Coordinate with Client cross-functional channel teams across voice, chat, task, and email, whose members may be located in any region regardless of meeting time zone
• Attend recurring and ad hoc meetings scheduled within Pacific business hours, recognizing that other participants may be joining from outside AMR
• Gather workflow and usability feedback from operational leads and submit improvement recommendations for Client prioritization
• Provide technical input, constraints, and requirements into Client-led design and architecture discussions
• Support onsite technical needs at the Elk Grove site where physical presence or site-specific knowledge is required

• 2.2 Platform configuration and maintenance incumbent platform

• Configure and maintain routing strategies, queues, IVR flows, and agent targeting across supported channels, per approved change requests
• Troubleshoot issues spanning voice, network, and application layers
• Diagnose and remediate voice quality issues including latency, jitter, packet loss, and codec faults
• Support number provisioning, porting, and regional routing configuration in coordination with Client-managed carrier relationships
• Resolve assigned incidents and defects within the Client's ticketing and defect-tracking systems

• 2.3 Successor platform implementation support

• Provide configuration and implementation support for a next-generation platform based on open-source telephony components (e.g. FreeSWITCH, Kamailio) integrated with Client-developed services
• Analyze existing routing logic and produce mapping documentation for the target architecture
• Build and validate configurations in Linux-based environments
• Execute feature-parity testing between platforms and report results ahead of approved cutover
• Author runbooks and configuration documentation for Client retention

• 2.4 Incident response global

• Serve as first-line technical responder for platform incidents arising during the scheduled shift, in any region the platform serves
• Respond to in-shift questions and escalations from operational leads in any region, including regions whose local business hours fall outside the coverage window
• Triage, diagnose, and where within scope resolve incidents; otherwise escalate per 4
• Accept handover of in-flight incidents at start of shift and hand over open incidents at end of shift
• Record timeline, actions, and root-cause findings in the Client's incident system
• Contribute to post-incident reviews and implement approved preventative controls

• 2.5 Automation and quality

• Review automation code and test coverage in coordination with the Client's automation engineer
• Identify recurring manual operational tasks and propose automation candidates
• Execute QA testing for features, upgrades, and integrations ahead of production release

• 2.6 Requirements and release support

• Serve as technical liaison between Client support organizations and Client development teams for assigned tools
• Translate stated business needs into documented technical requirements for Client review
• Support UAT execution and cutover readiness verification

• 
  3. REQUIRED QUALIFICATIONS

• Platform and telephony

• 3+ years hands-on experience with an enterprise contact center platform (Genesys, NICE, Five9, Avaya, Cisco, or comparable)
• Working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region enterprise environment
• Demonstrated experience troubleshooting call flows, routing logic, and media path issues
• Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS

• Engineering

• Proficiency in Linux environments: service configuration, log analysis, command-line troubleshooting
• Proficiency in at least one scripting or programming language (Python, JavaScript, Bash, or comparable)
• Experience integrating systems via REST APIs and webhooks
• Experience with Git and standard deployment workflows

• Working practices

• Demonstrated ability to triage, prioritize, and resolve production issues under time pressure
• Ability to make documented progress against incomplete requirements and raise gaps promptly
• Clear written and verbal communication, including translating technical detail for non-technical stakeholders
• Effective collaboration across time zones and functions, including structured shift handover and supporting stakeholders in regions other than the resource's own
• Sound judgment on escalation thresholds and handover quality

• 4. PREFERRED QUALIFICATIONS

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
• Prior participation in a contact center platform migration or replacement
• SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER
• Infrastructure as Code: Terraform, Ansible, or comparable
• Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog
• SQL and relational database fundamentals
• Automated voice testing platforms (Cyara or comparable)
• Familiarity with AI-assisted contact center capabilities: virtual agents, intent-based routing, speech analytics
• Familiarity with telecom regulatory requirements including call recording consent and data residency
• ITIL / ITSM framework familiarity

• 5. EDUCATION

• Bachelor's degree in Computer Science, Information Systems, Telecommunications, or a related field, or equivalent demonstrated practical experience.