Contact Center Systems Engineer

Glint Tech Solutions; Elk Grove (CA); In loco; USD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

Glint Tech Solutions in Elk Grove, CA is seeking an experienced Contact Center Systems Engineer to support a large-scale global enterprise contact center environment.

The role blends production support and platform engineering, covering routing, telephony troubleshooting, Linux systems, integrations, and migration to an open-source platform. Collaboration with cross-functional teams is essential.

Competenze

• 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.

Mansioni

• Configure routing strategies, queues, IVR flows, and agent targeting across voice, chat, email.
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• Troubleshoot production issues across telephony, network, and application layers.
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• Diagnose voice quality issues including latency, jitter, packet loss, codecs, and media-path problems.
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• Troubleshoot SIP/VoIP call flows and routing logic.
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• Support number provisioning, porting, and regional routing.
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• Analyze existing contact center configurations and map to a new platform architecture.
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• Build and validate configurations in Linux environments.
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• Support platform migration and feature-parity testing.
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• Integrate systems using REST APIs and webhooks.
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• Participate in production incident triage and resolution.
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• Create technical documentation, runbooks, and structured shift handovers.

Conoscenze

Contact Center platforms

Genesys

NICE

Five9

Avaya

Cisco

SIP

RTP

VoIP

Linux

Python

JavaScript

Bash

REST APIs

Webhooks

Git

Deployment workflows

TCP/IP

DNS

QoS

Firewalls

Formazione

Bachelor's degree in Computer Science, Information Systems, Telecommunications

Strumenti

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

Terraform

Ansible

Wireshark

sngrep

sipgrep

HOMER

Splunk

Grafana

Prometheus

Datadog

Descrizione del lavoro

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.