Contact Center Systems Engineer
- Elk Grove
- |3 years of exp
- |Full Time
In office
Not Available
About the job
We are looking for a Contact Center Systems Engineer to support a global enterprise contact center environment and contribute to the implementation of a next-generation platform built on open-source telephony technologies.
Key Requirements:
3+ years of enterprise Contact Center platform experience — Genesys, NICE, Five9, Avaya, Cisco, or similar
Strong SIP, RTP, VoIP and call-flow troubleshooting experience
Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
Experience with contact center platform migration/replacement
SIP debugging using sngrep, sipgrep, Wireshark, HOMER
Strong Linux administration and troubleshooting skills
Scripting/programming: Python, JavaScript, Bash, or similar
REST APIs, webhooks, Git and deployment workflows
Infrastructure as Code: Terraform, Ansible, or similar
Monitoring/observability: Splunk, Grafana, Prometheus, Datadog
What You'll Do:
Configure and maintain routing strategies, queues, IVR flows, and agent targeting
Troubleshoot voice, network, application, and media-path issues
Diagnose latency, jitter, packet loss, codec, SIP/RTP issues
Support number provisioning, porting, and regional routing
Help implement the next-generation FreeSWITCH/Kamailio-based platform
Map existing routing logic to the target architecture
Perform feature-parity testing, QA, UAT, and cutover readiness
Respond to global production incidents and perform root-cause analysis
Develop runbooks, configuration documentation, and automation opportunities
Ideal candidates: Contact Center / Telephony Engineers with strong SIP + VoIP + Linux troubleshooting experience and exposure to open-source telephony platforms and contact center migrations.
