Contact Center Systems Engineer

Programmers.io; Elk Grove (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

Programmers.io in Elk Grove, California is seeking a Contact Center Systems Engineer to support a global enterprise contact center and help implement a next-generation platform based on open-source telephony technologies.

You will configure routing strategies, IVR flows, and agent targeting, troubleshoot voice, network, and media-path issues, and assist with migrations to FreeSWITCH/Kamailio-based architecture. Strong Linux skills are required.

Qualifications

• 3+ years of enterprise contact center platform experience.
• Strong SIP, RTP, VoIP and call-flow troubleshooting.
• Hands-on with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or similar.
• Experience with contact center platform migrations/replacement.
• Strong Linux administration and troubleshooting skills.
• REST APIs, webhooks, Git and deployment workflows.
• Infrastructure as Code: Terraform, Ansible, or similar.

Responsibilities

• Configure and maintain routing strategies, queues, IVR flows, and agent targeting.
• Troubleshoot voice, network, application, and media-path issues.
• Diagnose latency, jitter, packet loss, codec, SIP/RTP issues.
• Support number provisioning, porting, and regional routing.
• Help implement the next-generation FreeSWITCH/Kamailio-based platform.
• Map existing routing logic to the target architecture.
• Perform feature-parity testing, QA, UAT, and cutover readiness.
• Respond to global production incidents and perform root-cause analysis.
• Develop runbooks, configuration documentation, and automation opportunities.

Skills

VoIP troubleshooting

SIP/RTP networking

Linux administration

REST APIs & Git workflows

Infra as Code: Terraform/Ansible

Open-source telephony platforms

Tools

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

Genesys

NICE

Five9

Avaya

Cisco

Terraform

Ansible

Job description

We are looking for a Contact Center Systems Engineer to support a global enterprise contact center environment and contribute to the implementation of a next-generation platform built on open-source telephony technologies.

Key Requirements:

• 3+ years of enterprise Contact Center platform experience — Genesys, NICE, Five9, Avaya, Cisco, or similar
• Strong SIP, RTP, VoIP and call-flow troubleshooting experience
• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
• Experience with contact center platform migration/replacement
• Strong Linux administration and troubleshooting skills
• REST APIs, webhooks, Git and deployment workflows
• Infrastructure as Code: Terraform, Ansible, or similar

What You'll Do:

• Configure and maintain routing strategies, queues, IVR flows, and agent targeting
• Troubleshoot voice, network, application, and media-path issues
• Diagnose latency, jitter, packet loss, codec, SIP/RTP issues
• Support number provisioning, porting, and regional routing
• Help implement the next-generation FreeSWITCH/Kamailio-based platform
• Map existing routing logic to the target architecture
• Perform feature-parity testing, QA, UAT, and cutover readiness
• Respond to global production incidents and perform root-cause analysis
• Develop runbooks, configuration documentation, and automation opportunities

Ideal candidates: Contact Center / Telephony Engineers with strong SIP + VoIP + Linux troubleshooting experience and exposure to open-source telephony platforms and contact center migrations.