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.

Back to blog

Other Jobs To Apply

Oracle Cloud Technical Architect

Legal Assistant/Paralegal Virtual Support Position

Director Outside Sales (8416)

Senior Creative, Social

External Contractor – Mentor, Software Architect Track

Editorial Client Lead Remote

Video Tutor, Various Subjects at Pearson: 100% Remote (US)

Have KDP accept my pdf. Everything else is done. Some kid of embed problem

Global Accounts Manager -Fraud Prevention – Santa Monica, California

Senior Production Engineer - Multi-Cloud & On-Prem

Billing Operations Associate

Franchise Fitness Consultant - Orangetheory Fitness

Contract Recruiter, High Volume (Remote)

Inside Sales Pro — Remote, Commission, Career Growth

Software Engineer, C++, Level 4

In-House Digital Content Producer

Manager, Direct Tax, B2B

Sr Customer Success Manager Jobs

Senior Digital Sculptor

Human Capital Co-op/Talent Acquisition (January - June 2027)

Remote Strategic Digital Ads Sales Director

Remote Listing Partner - Real Estate Negotiator (GA)

Quality Assurance/Process Improvement, Sr Specialist

Principal Relationship Manager

Middle Market Sales Leader

CRM & Lifecycle Marketing Specialist – Growth Marketing

Internal Audits - Operational Auditor

Morningstar Development Program - Equity Research (Partner Link)

Software Engineering Manager – Developer Productivity

Sales Coordinator

Fitness Brand Ambassador

Seasonal Truck Unloader (6 a.m. start)

Technical Support Engineer (Remote/West Coast)

Campaign Manager, Brand

Blue Yonder/ JDA WMS Consultant - Remote With Travel

Supply Chain Emerging Leader

Intern - Power Generation - Instrument Technician (Virginia City Hybrid Center)

Senior Buyer, Controls and Vehicle Systems

Analytics & Private Capital Solutions Sales Specialist

Remote Technical Alarm Specialist

Data & AI Solutions Analyst

Senior Brand Art Director — Remote

Technical Jewelry Designer — Hybrid/Remote, Precision

Auth0 Account Executive- New Business

Customer Support Specialist, Global Payroll

Remote Ghostwriter (Home Based) (Blogging)

Assistant A&R Manager

Remote Sports Events Coordinator

Remote Commercial Tire Sales Manager, Northern & Central CA

Senior Product Line Manager - Automotive Software