Contact Center Systems Engineer

Volto Consulting

Elk Grove (CA)

On-site

USD 89,000 - 134,000

Part time

2 days ago

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Job summary

The Client seeks a Contracted Contact Center Systems Engineer to support and maintain an incumbent platform while contributing to a next‑generation open-source system. You will coordinate with regional engineers, drive incident response, and assist with platform migrations to FreeSWITCH/Kamailio/OpenSIPS.

You will configure routing, IVR, and queues, ensure voice quality, and participate in implementation/testing of the new platform built on open-source components.

Qualifications

Hands-on experience with open-source telephony components (FreeSWITCH, Kamailio, OpenSIPS, Asterisk).
Participated in contact center platform migrations or replacements.
Experience with SIP debugging tools (sngrep, sipgrep) and Wireshark.

Responsibilities

Act as a technical point of contact for support stakeholders across regions.
Configure and maintain routing, queues, IVR, and agent targeting across channels.
Support successor platform implementation and runbooks for transition to open-source components.

Skills

Stakeholder coordination

Incident response

Technical liaison

Platform administration

Tools

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

Terraform

Ansible

Splunk

Grafana

Prometheus

Datadog

Job description

Location: ELK Groove -Sacramento, California

Duration: 6 months

Job Description

Get 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

ROLE SUMMARY

Role : Contact Center Systems Engineer

Location: ELK Groove -Sacramento, California

Duration: 6 months

Job Description

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.

SCOPE OF WORK

2.1 Stakeholder and operational support

Act as a technical point of contact for Client support stakeholders primarily operational leads, team leads, helpdesk leadership, and training staff in any region, for requests arising during the coverage window Coordinate with Client cross-functional channel teams across voice, chat, task, and email, whose members may be located in any region regardless of meeting time zone Attend recurring and ad hoc meetings scheduled within Pacific business hours, recognizing that other participants may be joining from outside AMR Gather workflow and usability feedback from operational leads and submit improvement recommendations for Client prioritization Provide technical input, constraints, and requirements into Client-led design and architecture discussions Support onsite technical needs at the Elk Grove site where physical presence or site-specific knowledge is required

2.2 Platform configuration and maintenance incumbent platform

Configure and maintain routing strategies, queues, IVR flows, and agent targeting across supported channels, per approved change requests Troubleshoot issues spanning voice, network, and application layers Diagnose and remediate voice quality issues including latency, jitter, packet loss, and codec faults Support number provisioning, porting, and regional routing configuration in coordination with Client-managed carrier relationships Resolve assigned incidents and defects within the Client's ticketing and defect-tracking systems

2.3 Successor platform implementation support

Provide configuration and implementation support for a next-generation platform based on open-source telephony components (e.g. FreeSWITCH, Kamailio) integrated with Client-developed services Analyze existing routing logic and produce mapping documentation for the target architecture Build and validate configurations in Linux-based environments Execute feature-parity testing between platforms and report results ahead of approved cutover Author runbooks and configuration documentation for Client retention

2.4 Incident response global

Serve as first-line technical responder for platform incidents arising during the scheduled shift, in any region the platform serves Respond to in-shift questions and escalations from operational leads in any region, including regions whose local business hours fall outside the coverage window Triage, diagnose, and where within scope resolve incidents; otherwise elevate per 4 Accept handover of in-flight incidents at start of shift and hand over open incidents at end of shift Record timeline, actions, and root-cause findings in the Client's incident system Contribute to post-incident reviews and implement approved preventative controls

2.5 Automation and quality

Review automation code and test coverage in coordination with the Client's automation engineer Identify recurring manual operational tasks and propose automation candidates Execute QA testing for features, upgrades, and integrations ahead of production release

2.6 Requirements and release support

Serve as technical liaison between Client support organizations and Client development teams for assigned tools Translate stated business needs into documented technical requirements for Client review Support UAT execution and cutover readiness verification

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