Contact Center Engineer

Excelon Solutions; Elk Grove (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Excelon Solutions is seeking a contracted Contact Center Systems Engineer to support and maintain the incumbent commercial platform while contributing to a successor built on open-source telephony components. You will join a small distributed engineering group and coordinate with Client engineers in other regions.

The role emphasizes deep expertise in SIP-based telephony, contact center migrations, monitoring tooling, and collaboration across time zones to ensure continuous service for users

Qualifications

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components.

Responsibilities

• Support and maintain the incumbent commercial contact center platform.
• Contribute to implementing a successor platform built on open-source telephony components.
• Coordinate with Client engineers in other regions as part of a distributed team.

Skills

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

SIP debugging

sngrep

sipgrep

Wireshark

HOMER

Terraform

Ansible

Splunk

Grafana

Prometheus

Datadog

Monitoring tools

SIP testing

Tools

Terraform

Ansible

Splunk

Grafana

Prometheus

Datadog

Wireshark

sngrep

sipgrep

HOMER

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

Job description

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
• Prior participation in a contact center platform migration or replacement
• SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER
• Infrastructure as Code: Terraform, Ansible, or comparable
• Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog

1. ROLE SUMMARY

• The Client operates an internal contact center platform supporting its own helpdesk and employee support organizations. The helpdesk runs continuously and the platform serves users worldwide.
• The Client is seeking a contracted Contact Center Systems Engineer to support and maintain the incumbent commercial platform while contributing to the implementation of a successor platform built on open-source telephony components. The resource joins a small distributed engineering group and coordinates with Client engineers in other regions.