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Contact Center Systems Engineer

Synkriom

Elk Grove, California • Today

Easy Apply

Full-time

Depends on Experience

Contact Center Systems Engineer

Info Way Solutions

Elk Grove, California • Today

Easy Apply

Contract

Depends on Experience

Contact Center Systems Engineer

K-Tek Resourcing LLC

Elk Grove, California • Today

Easy Apply

Full-time

$140,000 - $150,000

Contact Center Systems Engineer – Voice/VoIP | Genesys/Avaya/Cisco

Aneka Talent Solutions

Elk Grove, California • Today

Easy Apply

Contract

45 - 50

Job Details

Skills

Contact Center Systems Engineer
Contact Center
Open Source
Log Analysis
Configuration Management
Command-line Interface
Computer Networking
Computer Science
Customer Engineering
Artificial Intelligence
Debugging
Dragon NaturallySpeaking
Engineering Support
Asterisk
Incident Management
Information Systems
Integration Testing
Global Operations
Interactive Voice Response
Management
Migration
Network
Grafana
Help Desk
IT Service Management
ITIL
Python
QoS
RTP
JavaScript
Root Cause Analysis
Routing
SIP
SQL
Software Deployment
Linux
Media
Network Design
Production Support
Provisioning
Call-recording
Collaboration
Communication
DNS
Exceed
Firewall
Git
Scripting
TCP
TCP/IP
Technical Writing
Telecommunications
Telephony
Ansible
Bash
Terraform
Testing
VoIP
Workflow

Contact Center Systems Engineer
Contact Center
Open Source
Log Analysis
Configuration Management
Command-line Interface
Computer Networking
Computer Science
Customer Engineering
Artificial Intelligence
Debugging
Dragon NaturallySpeaking
Engineering Support
Asterisk
Incident Management
Information Systems
Integration Testing
Global Operations
Interactive Voice Response
Management
Migration
Network
Grafana
Help Desk
IT Service Management
ITIL
Python
QoS
RTP
JavaScript
Root Cause Analysis
Routing
SIP
SQL
Software Deployment
Linux
Media
Network Design
Production Support
Provisioning
Call-recording
Collaboration
Communication
DNS
Exceed
Firewall
Git
Scripting
TCP
TCP/IP
Technical Writing
Telecommunications
Telephony
Ansible
Bash
Terraform
Testing
VoIP
Workflow

Summary

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

Skill	Requirement
Contact Center / Telephony Applications	Required
Voice / VoIP / SIP	Required
Linux	Required
REST APIs	Required
Networking / TCP/IP / DNS / Firewalls / QoS	Required
Production Incident Management	Required
ITSM / ITIL	Required
Communication & Collaboration	Required
Genesys	Nice to Have
Python	Nice to Have
FreeSWITCH / Asterisk / Kamailio / OpenSIPS	Nice to Have
SIP Debugging Tools	Nice to Have
Splunk / Grafana / Prometheus / Datadog	Nice to Have
Terraform / Ansible	Nice to Have
SQL	Nice to Have
Cyara / Automated Voice Testing	Nice to Have

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90944144
Position Id: 9089169
Posted 2 hours ago

Fitment

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Contact the job poster

Gagan Kaur

Recruiter @ Synkriom

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Contact Center Systems Engineer – Voice/VoIP | Genesys/Avaya/Cisco

Elk Grove, California

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Genesys Contact Center/CX

Illinois

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Genesys Cloud Engineer Remote 3-6 month contract Are you a contact center technology expert with deep experience in Genesys Cloud and enterprise voice platforms? We're seeking a Genesys Cloud Engineer to support, enhance, and optimize a large-scale contact center environment. This role is ideal for an engineer who thrives troubleshooting complex telephony issues, designing call flows, and improving customer experience through reliable contact center solutions. What You'll Do Administer, configu

Contract

Depends on Experience

Job Details

Skills

Contact Center Systems Engineer
Contact Center
Open Source
Log Analysis
Configuration Management
Command-line Interface
Computer Networking
Computer Science
Customer Engineering
Artificial Intelligence
Debugging
Dragon NaturallySpeaking
Engineering Support
Asterisk
Incident Management
Information Systems
Integration Testing
Global Operations
Interactive Voice Response
Management
Migration
Network
Grafana
Help Desk
IT Service Management
ITIL
Python
QoS
RTP
JavaScript
Root Cause Analysis
Routing
SIP
SQL
Software Deployment
Linux
Media
Network Design
Production Support
Provisioning
Call-recording
Collaboration
Communication
DNS
Exceed
Firewall
Git
Scripting
TCP
TCP/IP
Technical Writing
Telecommunications
Telephony
Ansible
Bash
Terraform
Testing
VoIP
Workflow

Contact Center Systems Engineer
Contact Center
Open Source
Log Analysis
Configuration Management
Command-line Interface
Computer Networking
Computer Science
Customer Engineering
Artificial Intelligence
Debugging
Dragon NaturallySpeaking
Engineering Support
Asterisk
Incident Management
Information Systems
Integration Testing
Global Operations
Interactive Voice Response
Management
Migration
Network
Grafana
Help Desk
IT Service Management
ITIL
Python
QoS
RTP
JavaScript
Root Cause Analysis
Routing
SIP
SQL
Software Deployment
Linux
Media
Network Design
Production Support
Provisioning
Call-recording
Collaboration
Communication
DNS
Exceed
Firewall
Git
Scripting
TCP
TCP/IP
Technical Writing
Telecommunications
Telephony
Ansible
Bash
Terraform
Testing
VoIP
Workflow

Summary

Position Overview

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

Skill	Requirement
Contact Center / Telephony Applications	Required
Voice / VoIP / SIP	Required
Linux	Required
REST APIs	Required
Networking / TCP/IP / DNS / Firewalls / QoS	Required
Production Incident Management	Required
ITSM / ITIL	Required
Communication & Collaboration	Required
Genesys	Nice to Have
Python	Nice to Have
FreeSWITCH / Asterisk / Kamailio / OpenSIPS	Nice to Have
SIP Debugging Tools	Nice to Have
Splunk / Grafana / Prometheus / Datadog	Nice to Have
Terraform / Ansible	Nice to Have
SQL	Nice to Have
Cyara / Automated Voice Testing	Nice to Have

Dice Id: 90944144
Position Id: 9089169
Posted 2 hours ago

Fitment

Dice Job Match Score™

To see how well you match this job, please log in or create an account.

Once logged in, be sure to complete your profile to get the most accurate match score.

Contact the job poster

Gagan Kaur

Recruiter @ Synkriom

View Profile

Create job alert

Never miss an opportunity! Create an alert based on the job you applied for.

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Contact Center Systems Engineer

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