CC Systems Engineer – FreeSWITCH & SIP Debugging

AppLab Systems, Inc; Elk Grove (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

AppLab Systems, Inc. in Elk Grove, CA is seeking a Contact Center Systems Engineer to maintain our incumbent platform while contributing to a successor built on open-source telephony components such as FreeSWITCH and Kamailio.

You will work in a small distributed engineering group coordinating with Client engineers across regions. The role emphasizes hands-on platform configuration, troubleshooting voice quality, and cross-team collaboration to ensure seamless support and upgrade readiness for a

Qualifications

• 3+ years hands-on experience with an enterprise contact center platform (Genesys, NICE, Five9, Avaya, Cisco, or comparable).
• Working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region enterprise environment.
• Troubleshoot call flows, routing logic, and media path issues.
• Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS.
• Proficiency in Linux environments: service configuration, log analysis, CLI troubleshooting.
• Experience integrating systems via REST APIs and webhooks.
• Experience with Git and standard deployment workflows.
• Proven ability to triage, prioritize, and resolve production issues under time pressure.

Responsibilities

• Serve as technical point of contact for Client support stakeholders in any region during the coverage window.
• Coordinate with cross-functional teams across voice, chat, task, and email in various regions.
• Attend meetings during Pacific business hours; support onsite needs at Elk Grove site as required.
• Configure and maintain routing, queues, IVR, and agent targeting per change requests.
• Troubleshoot voice, network, and application layer issues; diagnose voice quality problems.
• Provide configuration support for a next-generation platform based on open-source telephony components.
• Analyze routing logic and produce mapping documentation for target architecture.
• Build and validate configurations in Linux; conduct feature-parity testing before cutover.
• Write runbooks and documentation; act as first-line responder for incidents during shifts.

Skills

FreeSWITCH

SIP/VoIP fundamentals

Linux

REST APIs

Git

Troubleshooting

Platform migrations

SIP debugging tools

Monitoring tools

Incident response

Education

Bachelor’s degree or equivalent in CS/Telecom

Tools

Terraform

Ansible

Kamailio/OpenSIPS/Asterisk

Wireshark

sngrep

sipgrep

HOMER

Splunk/Grafana/Datadog

Job description

AppLab Systems, Inc. in Elk Grove, CA is seeking a Contact Center Systems Engineer to maintain our incumbent platform while contributing to a successor built on open-source telephony components such as FreeSWITCH and Kamailio.

You will work in a small distributed engineering group coordinating with Client engineers across regions. The role emphasizes hands-on platform configuration, troubleshooting voice quality, and cross-team collaboration to ensure seamless support and upgrade readiness for a