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.