IndiTech Consulting

About the Role
We are looking for an experienced
Contact Center Systems Engineer / Quality Engineer
for a freelance contract engagement supporting a global enterprise contact center platform.
The candidate will maintain an existing commercial contact center platform while supporting the implementation and migration to a next-generation solution built on open-source telephony components such as FreeSWITCH and Kamailio.
The ideal candidate should have strong hands-on experience in SIP/VoIP troubleshooting, Linux administration, contact center configuration, production incident management, and QA testing.
Key Responsibilities
<ul>
<li>Configure and maintain contact center routing strategies, queues, IVR flows, and agent targeting.</li>
<li>Troubleshoot SIP, RTP, VoIP, call flows, network connectivity, and voice quality issues.</li>
<li>Support contact center platforms such as Genesys, NICE, Five9, Avaya, or Cisco.</li>
<li>Assist with the implementation and migration of open-source telephony platforms.</li>
<li>Analyze existing routing logic and document configurations for the target architecture.</li>
<li>Perform feature-parity testing, integration testing, UAT, and release validation.</li>
<li>Diagnose production incidents, perform root-cause analysis, and maintain incident documentation.</li>
<li>Automate repetitive operational tasks and review test automation with engineering teams.</li>
<li>Collaborate with globally distributed teams and provide structured shift handovers.</li>
<li>Maintain technical documentation, runbooks, and configuration records.</li>
</ul>
Required Skills
<ul>
<li>Hands-on experience with enterprise contact center platforms.</li>
<li>Strong knowledge of SIP, RTP, VoIP, TCP/IP, DNS, routing, firewalls, and QoS.</li>
<li>Experience troubleshooting call flows, routing logic, and voice quality issues.</li>
<li>Proficiency in Linux administration and command-line troubleshooting.</li>
<li>Experience with Python, Bash, JavaScript, or another scripting/programming language.</li>
<li>Familiarity with REST APIs, webhooks, Git, and deployment workflows.</li>
<li>Strong production incident management and troubleshooting skills.</li>
</ul>
Preferred Skills
<ul>
<li>Hands-on experience with
FreeSWITCH, Kamailio, OpenSIPS, or Asterisk
.</li>
<li>Experience with contact center platform migration or replacement projects.</li>
<li>SIP debugging tools: Wireshark, sngrep, sipgrep, or HOMER.</li>
<li>Infrastructure as Code: Terraform or Ansible.</li>
<li>Monitoring and observability: Splunk, Grafana, Prometheus, or Datadog.</li>
<li>Experience with automated voice testing tools such as Cyara.</li>
<li>Knowledge of SQL, AI-enabled contact centers, and ITIL/ITSM practices.</li>
</ul>
Ideal Candidate
We are looking for a hands-on engineer who can troubleshoot complex telephony issues, support production operations, validate new platform configurations, and contribute to contact center modernization initiatives.

Freelance Contact Center Systems Engineer / Quality Engineer

Freelance Contact Center Systems Engineer / Quality Engineer

This job is no longer available

Talents

Recruiters

About