Contact Center Engineer: Open-Source Telephony & Migration

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

Job summary

Compunnel, Inc. in Elk Grove, CA seeks a skilled Contact Center Systems Engineer to support and maintain the incumbent telecom platform while contributing to a successor built on open-source components.

The role involves coordinating with regional teams, supporting global incidents, and contributing to configuration, migration, testing, automation, and releases. You will configure routing, IVR, queues, and agent targeting; diagnose voice quality issues; assist with provisioning and porting; and

Qualifications

• Hands-on experience with open-source telephony components such as FreeSWITCH, Kamailio, OpenSIPS, or Asterisk.
• Experience in contact center platform migration or replacement projects.
• Familiarity with SIP debugging tools (sngrep, sipgrep, Wireshark, HOMER).
• Experience with IaC tools (Terraform, Ansible) and monitoring/observability tools (Splunk, Grafana, Prometheus, Datadog).
• Knowledge of SQL and relational databases; familiarity with automated voice testing platforms (Cyara).
• Awareness of AI-assisted contact center capabilities and ITIL/ITSM frameworks.

Responsibilities

• Act as a technical liaison for support stakeholders and engineering teams.
• Coordinate cross-functional teams across regions for voice, chat, and email channels.
• Attend meetings during Pacific business hours; gather workflow feedback and propose improvements.
• Configure routing, queues, IVR flows, and agent targeting based on change requests.
• Troubleshoot voice, network, and application issues; diagnose voice quality problems.
• Support on-site needs at the Elk Grove site when required.
• Document incident timelines, root causes, and post-incident reviews.
• Review automation code and test coverage with automation engineering resources.
• Execute QA testing for features, upgrades, and integrations before production release.

Skills

SIP debugging

ITIL/ITSM familiarity

UAT execution experience

Automation awareness

Tools

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

sngrep

sipgrep

Wireshark

HOMER

Terraform

Ansible

Splunk

Grafana

Prometheus

Datadog

SQL

Cyara

Job description

Compunnel, Inc. in Elk Grove, CA seeks a skilled Contact Center Systems Engineer to support and maintain the incumbent telecom platform while contributing to a successor built on open-source components.

The role involves coordinating with regional teams, supporting global incidents, and contributing to configuration, migration, testing, automation, and releases. You will configure routing, IVR, queues, and agent targeting; diagnose voice quality issues; assist with provisioning and porting; and