Contact Center Systems Engineer

About the Role

We are seeking an experienced Contact Center Systems Engineer to support a large-scale, global enterprise contact center environment.

This role combines production support and platform engineering, including contact center routing, telephony troubleshooting, Linux-based systems, integrations, and migration from an existing commercial platform to a next-generation platform built on open-source telephony technologies.

Key Responsibilities

• Configure and maintain routing strategies, queues, IVR flows, and agent targeting across voice, chat, email, and task channels
• Troubleshoot production issues across telephony, network, and application layers
• Diagnose voice quality issues including latency, jitter, packet loss, codecs, and media-path problems
• Troubleshoot SIP/VoIP call flows and routing logic
• Support number provisioning, porting, and regional routing
• Analyze existing contact center configurations and map them to a new platform architecture
• Build and validate configurations in Linux environments
• Support platform migration and feature-parity testing
• Integrate systems using REST APIs and webhooks
• Participate in production incident triage and resolution
• Create technical documentation, runbooks, and structured shift handovers

Required Qualifications

• 3+ years of hands-on experience with enterprise Contact Center platforms
• Experience with Genesys, NICE, Five9, Avaya, Cisco, or similar platforms
• Strong knowledge of SIP, RTP, and VoIP
• Experience troubleshooting call flows, routing logic, and media-path issues
• Networking knowledge including TCP/IP, DNS, routing, firewalls, and QoS
• Strong Linux skills including service configuration, log analysis, and command-line troubleshooting
• Scripting/programming experience with Python, JavaScript, or Bash
• Experience with REST APIs, webhooks, Git, and deployment workflows
• Experience supporting and troubleshooting production systems

Preferred Qualifications

• Experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or similar open-source telephony technologies
• Contact center platform migration experience
• Experience with Wireshark, sngrep, sipgrep, or HOMER
• Terraform or Ansible
• Splunk, Grafana, Prometheus, or Datadog
• SQL fundamentals
• Cyara or other automated voice-testing platforms
• Exposure to AI-enabled contact center capabilities such as virtual agents, intent-based routing, or speech analytics
• ITIL / ITSM familiarity

Education

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