Contact Center Systems Engineer

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

Job Summary

The Client operates an internal contact center platform supporting helpdesk and employee support organizations worldwide. The Contact Center Systems Engineer will support and maintain the incumbent commercial contact center platform while contributing to the implementation of a successor platform built on open-source telephony components. The role will work within a small distributed engineering group, coordinate with engineers across regions, support global incident response, and contribute to platform configuration, migration, testing, automation, requirements, and release activities.

Key Responsibilities

• Act as a technical point of contact for support stakeholders, including operational leads, team leads, helpdesk leadership, and training staff, for requests arising during the coverage window
• Coordinate with cross-functional teams supporting voice, chat, task, and email channels across multiple regions
• Attend recurring and ad hoc meetings scheduled within Pacific business hours
• Gather workflow and usability feedback from operational leads and submit improvement recommendations
• Provide technical input, constraints, and requirements for design and architecture discussions
• Support onsite technical needs at the Elk Grove site when physical presence or site-specific knowledge is required
• Configure and maintain routing strategies, queues, IVR flows, and agent targeting across supported channels based on approved change requests
• Troubleshoot issues spanning voice, network, and application layers
• Diagnose and remediate voice quality issues involving latency, jitter, packet loss, and codec-related faults
• Support number provisioning, porting, and regional routing configuration in coordination with carrier relationships
• Resolve assigned incidents and defects through ticketing and defect-tracking systems
• Provide configuration and implementation support for a next-generation platform based on open-source telephony components such as FreeSWITCH and Kamailio
• 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 incumbent and successor platforms and report results ahead of approved cutover
• Author runbooks and configuration documentation for ongoing support
• Serve as a first-line technical responder for platform incidents during the scheduled shift across all supported regions
• Respond to in-shift questions and escalations from operational stakeholders across regions
• Triage, diagnose, and resolve incidents within scope, escalating issues when appropriate
• Accept handover of in-flight incidents at the start of the shift and provide structured handover of open incidents at the end of the shift
• Document incident timelines, actions taken, and root-cause findings
• Contribute to post-incident reviews and implement approved preventative controls
• Review automation code and test coverage in coordination with automation engineering resources
• Identify recurring manual operational tasks and propose opportunities for automation
• Execute QA testing for features, upgrades, and integrations before production release
• Serve as a technical liaison between support organizations and development teams
• Translate business needs into documented technical requirements for review
• Support UAT execution and cutover readiness verification

Preferred Qualifications

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
• Prior participation in a contact center platform migration or replacement
• Experience with SIP debugging tools such as sngrep, sipgrep, Wireshark, or HOMER
• Experience with Infrastructure as Code tools such as Terraform, Ansible, or comparable technologies
• Experience with monitoring and observability tools such as Splunk, Grafana, Prometheus, or Datadog
• Knowledge of SQL and relational database fundamentals
• Experience with automated voice testing platforms such as Cyara or comparable tools
• Familiarity with AI-assisted contact center capabilities, including virtual agents, intent-based routing, and speech analytics
• Familiarity with telecom regulatory requirements, including call recording consent and data residency
• Familiarity with ITIL or ITSM frameworks