Contact Center Systems Engineer

PTR Global; Elk Grove (CA); Hybrid; USD 103,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision

401K contributions

Job summary

PTR Global in Elk Grove, California, is seeking an experienced NOC/Engineering professional to support an enterprise contact center platform. The role spans configuring routing, queues, IVR flows and agent targeting across voice, chat, task and email, with incident diagnostics and multi-region coordination.

Day-to-day duties include Linux-based configuration, runbook creation, and feature-parity testing ahead of platform migration to open-source components.

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.
• 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.

Responsibilities

• Configure, maintain and optimize routing strategies, queues, IVR flows and agent targeting across voice, chat, task and email.
• Troubleshoot voice quality issues (latency, jitter, packet loss, codec faults) and support provisioning/porting and regional routing.
• Analyze routing logic, map to target architecture, build/validate configurations in Linux environments, and run parity tests ahead of cutover.

Skills

REST APIs

Splunk

Telephony Applications

Voice/VoIP/SIP

Communication Skills

Genesys

ITSM

Linux

Python

Education

Bachelor's degree in Computer Science, Information Systems, Telecommunications or related field

Tools

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

sngrep

sipgrep

Wireshark

HOMER

Terraform

Ansible

Job description

Hybrid schedule: Every Tuesday, Wednesday, and Thursday is Onsite, and Monday, Friday is Remote

Mode of Interview: Mostly 1 Round Virtual Interview

No mid layer / No Implementation partners are Involved

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.
• 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 familiarity.
• A bachelor's degree in Computer Science, Information Systems, Telecommunications or a related field, or equivalent practical experience, is expected.

Skill Sets:

• REST APIs - Is Required - At least 1 year
• Splunk - Is Required - At least 1 year
• Telephony Applications - Is Required - 2-5 Years
• Voice/VoIP/SIP - Is Required - 2-5 Years
• Communication Skills - Is Required - 2-5 Years
• Genesys - Nice to Have - At least 1 year
• ITSM - Is Required - At least 1 year
• Linux - Is Required - At least 1 year
• python - Nice To Have - At least 1 year

Pay Range: $75/hr - $80/hr

• access to benefits including medical, dental, vision as well as 401K contributions.

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision as well as 401K contributions.