Contact Center Systems Engineer

Position Overview

We are seeking an experienced Contact Center Systems Engineer to join our distributed engineering team in Elk Grove, CA. In this role, you will provide critical operational engineering support for our global, 24/7 commercial contact center platform supporting internal helpdesks and employee operations worldwide. Additionally, you will play a hands-on technical role in building and migrating to our next-generation platform utilizing open-source telephony infrastructure.

This role requires a balanced engineer capable of troubleshooting complex multi-layer production incidents (voice, network, and application) under time pressure, while simultaneously analyzing, building, and validating target configurations in a Linux environment for our platform migration.

Key Responsibilities & Deliverables

• Platform Operations & Administration: Configure and maintain routing strategies, queues, IVR/interactive flows, and agent targeting across multi-channel environments (Voice, Chat, Task, and Email). Handle number provisioning, porting, and regional routing.

• Tier-2/3 Production Support & Incident Management: Resolve assigned incidents, defects, and service requests within shift. Diagnose complex voice quality issues (latency, jitter, packet loss, codec mismatches) and multi-layer network/application faults. Executed structured shift handovers across international time zones.

• Migration & Platform Engineering: Analyze legacy contact center routing logic, map configurations to open-source target architectures, build and validate Linux-based configurations, and conduct feature-parity testing ahead of production cutovers.

• API & System Integration: Support and extend integrations connecting contact center platforms with business tools using REST APIs, webhooks, and modern deployment workflows via Git.

• Documentation & Process: Author and update technical runbooks, architecture mappings, standard operating procedures, and operational documentation.

Required Qualifications

• Experience: 3+ years of hands-on experience managing and engineering enterprise contact center platforms (e.g., Genesys, NICE, Five9, Avaya, or Cisco).

• Telephony & Protocols (2–5 Years): Working knowledge of SIP, RTP, and VoIP fundamentals in multi-region enterprise deployments.

• Linux Environment (1+ Years): Hands-on proficiency in Linux system administration, service configuration, log analysis, and CLI troubleshooting.

• Scripting & Automation (1+ Years): Proficiency in at least one language for operational scripting and automation (Python, JavaScript, or Bash).

• Networking Fundamentals: solid understanding of TCP/IP, DNS, firewalls, routing, and QoS policies for real-time voice media.

• APIs & Tools (1+ Years): Direct experience integrating microservices via REST APIs/webhooks and managing source code with Git.

• ITSM & Operations (1+ Years): Experience working within ITSM frameworks for incident response, defect tracking, and escalation management.

• Soft Skills: Excellent written and oral communication skills; proven ability to convey complex technical issues clearly to non-technical stakeholders under high-pressure scenarios.

• Education: Bachelor’s degree in Computer Science, Information Systems, Telecommunications, or equivalent practical experience.

Preferred Qualifications (Nice-to-Have)

• Open-Source Telephony: Hands-on exposure to open-source telephony components such as FreeSWITCH, Kamailio, OpenSIPS, or Asterisk.

• SIP Diagnostics: Experience using deep SIP inspection tools (e.g., sngrep, sipgrep, Wireshark, HOMER).

• Enterprise Tools & Platforms: Experience with Genesys Cloud/On-Prem, Splunk, Grafana, Prometheus, or Datadog for observability and log analysis.

• Infrastructure as Code: Familiarity with Terraform or Ansible.

• Automated Testing: Familiarity with automated voice and IVR testing platforms (e.g., Cyara).

• AI & Next-Gen Contact Center: Exposure to AI-driven routing, virtual agents, intent recognition, or speech analytics.