Contact Center Systems Engineer

System Integration Solutions; Elk Grove (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

System Integration Solutions in Elk Grove, California seeks an experienced operations engineer to support a global enterprise contact center platform. You will work in a small distributed team, coordinating with engineers in other regions to manage routing, queues, IVR flows and agent targeting across voice, chat, and email.

The role focuses on incident response, troubleshooting across voice, network and application layers, and building configurations in Linux.

Qualifications

• Three or more years of hands-on enterprise contact center platform experience.
• Experience with Genesys, NICE, Five9, Avaya or Cisco.
• Working knowledge of SIP, RTP, VoIP in multi-region enterprise environments.
• Proficiency in Linux for service configuration, log analysis and troubleshooting.
• Experience with scripting or API/webhook integrations.
• Git and standard deployment workflows.
• Ability to triage and resolve production issues under time pressure.
• Clear communication with non-technical stakeholders across time zones.

Responsibilities

• Configure and maintain routing strategies, queues, IVR, and agent targeting.
• Troubleshoot voice, network, and application layers.
• Diagnose voice quality issues (latency, jitter, packet loss, codecs).
• Support number provisioning, porting, and regional routing.
• Analyze routing logic, map to target architecture, and build configs in Linux.
• Execute feature-parity testing ahead of cutover and write runbooks.
• Incident response in shift with cross-region handovers.

Skills

Contact center experience

SIP

RTP

VoIP

Linux

Scripting

APIs & webhooks

Git

Deployment workflows

Education

Bachelor's degree in Computer Science or related field

Tools

Wireshark

sngrep

sipgrep

HOMER

Terraform

Ansible

Splunk

Grafana

Prometheus

Datadog

Cyara

Job description

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. This

contract role provides operational engineering support for the incumbent commercial platform while

contributing to the implementation of a successor platform built on open-source telephony components.

The resource is based in Elk Grove, California and works a scheduled Pacific Time shift within a small

distributed engineering group, coordinating with Client engineers in other regions. The regional

designation determines where the resource sits, not who the resource supports: within the coverage

window the resource supports the platform globally, responding to incidents in any region and to requests

from operational leads and cross-functional teams located anywhere.

Day to day the work spans configuring and maintaining routing strategies, queues, IVR flows and agent targeting across voice, chat, task and email; troubleshooting across voice, network and application layers; diagnosing voice quality problems such as latency, jitter, packet loss and codec faults; supporting number provisioning, porting

and regional routing; and resolving assigned incidents and defects. On the build side, the resource

analyzes existing routing logic, maps it to the target architecture, builds and validates configurations in

Linux environments, executes feature-parity testing ahead of cutover, and authors runbooks and

documentation. Incident response is an in-shift duty rather than a separate rotation, with handover to and

from engineers in other regions as shifts change; there is no out-of-hours pager obligation, and escalation

to a Client full-time on-call engineer is expected where an issue exceeds scope. Work is performed under

Client technical direction against Client-defined priorities.

Required qualifications: three or more years hands-on experience with an enterprise contact center

platform such as Genesys, NICE, Five9, Avaya or Cisco; working knowledge of SIP, RTP and VoIP

fundamentals in a multi-region enterprise environment; demonstrated experience troubleshooting call

flows, routing logic and media path issues; and networking fundamentals including TCP/IP, DNS, routing,

firewalls and QoS. The role also requires proficiency in Linux environments covering service

configuration, log analysis and command-line troubleshooting; proficiency in at least one scripting or

APIs and webhooks; and experience with Git and standard deployment workflows. Candidates must

triage and resolve production issues under time pressure, make documented progress against

incomplete requirements, communicate clearly with non-technical stakeholders, collaborate across

time zones including structured shift handover, and exercise sound judgment on escalation.

Preferred qualifications: hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk or

comparable open-source telephony components; prior participation in a contact center platform

migration; SIP debugging tooling such as sngrep, sipgrep, Wireshark or HOMER; Infrastructure as Code

with Terraform or Ansible; observability tooling such as Splunk, Grafana, Prometheus or Datadog; SQL

fundamentals; automated voice testing platforms such as Cyara; familiarity with AI-assisted contact

center capabilities including virtual agents, intent-based routing and speech analytics; awareness of

telecom regulatory requirements such as call recording consent and data residency; and ITIL or ITSM

A bachelor's degree in Computer Science, Information Systems, Telecommunications or a

related field, or equivalent practical experience, is expected.