Contact Center Systems Engineer

METRIX IT SOLUTIONS INC; Elk Grove (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

METRIX IT SOLUTIONS INC in Elk Grove, CA seeks a Contact Center Systems Engineer to support a large enterprise contact center and assist migration to open-source telephony. You will configure routing, queues, IVR, and agent targeting across voice and digital channels while working with open-source platforms.

The role emphasizes troubleshooting, automation, and incident response across global teams, requiring Linux, IaC tools, and strong collaboration for tests, cutovers, and documentation.

Qualifications

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, or Asterisk.
• Experience migrating a contact center platform.
• Strong knowledge of SIP, VoIP, routing, IVR, and contact center ops.
• Experience with SIP troubleshooting tools (Wireshark, sngrep, sipgrep, HOMER).
• Linux-based environments and basic networking troubleshooting.
• Infrastructure as Code or automation with Terraform and Ansible.
• Familiarity with monitoring/observability tools (Splunk, Grafana, Prometheus, Datadog).
• Excellent incident management, troubleshooting, and stakeholder communication.

Responsibilities

• Configure and maintain contact center routing, queues, IVR flows, and agent targeting.
• Support migration to open-source telephony platforms.
• Troubleshoot SIP signaling, voice quality, latency, jitter, and packet loss.
• Use SIP debugging tools and call-flow analysis.
• Map routing logic to target architecture and validate feature parity.
• Build configurations in Linux and support platform integrations.
• Monitor platform health with observability tools.
• Handle incident triage, root cause analysis, escalation and handovers.
• Identify automation opportunities and contribute to automation code and QA.
• Document requirements, configurations, runbooks, and procedures.
• Coordinate with global support, engineering, and business teams.
• Support UAT, cutover readiness, and onsite requirements at Elk Grove.

Skills

SIP/VoIP

Contact center migration

Linux administration

IaC automation

Observability tools

Tools

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

Terraform

Ansible

Wireshark

sngrep

sipgrep

HOMER

Splunk

Grafana

Prometheus

Datadog

Job description

We are seeking a Contact Center Systems Engineer to support and maintain an existing enterprise contact center platform while assisting with the migration to a next-generation solution built on open-source telephony technologies. The role involves telephony engineering, platform configuration, troubleshooting, automation, and global incident support.

Key Responsibilities

• Configure and maintain contact center routing strategies, queues, IVR flows, and agent targeting across voice and digital channels.
• Support migration to open-source telephony platforms such as FreeSWITCH, Kamailio, OpenSIPS, and Asterisk.
• Troubleshoot SIP signaling, voice quality, network connectivity, latency, jitter, packet loss, and codec issues.
• Use tools such as Wireshark, sngrep, sipgrep, and HOMER for SIP debugging and call-flow analysis.
• Map existing routing logic to the target architecture and support configuration, testing, and feature-parity validation.
• Build and validate configurations in Linux environments and support platform integrations.
• Monitor platform health using Splunk, Grafana, Prometheus, Datadog, or similar observability tools.
• Support incident triage, root cause analysis, escalation, shift handovers, and post-incident reviews.
• Identify automation opportunities and collaborate on automation code, QA testing, and release validation.
• Document technical requirements, configurations, runbooks, and operational procedures.
• Coordinate with global support, engineering, development, and business teams.
• Support UAT, cutover readiness, and onsite technical requirements at the Elk Grove location.

Mandatory Skills

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components.
• Experience participating in a contact center platform migration or replacement.
• Strong knowledge of SIP, VoIP, call routing, IVR, and contact center operations.
• Experience with SIP troubleshooting tools such as Wireshark, sngrep, sipgrep, or HOMER.
• Working knowledge of Linux-based environments and network troubleshooting.
• Experience with Infrastructure as Code or configuration automation tools such as Terraform and Ansible.
• Familiarity with monitoring and observability tools such as Splunk, Grafana, Prometheus, or Datadog.
• Strong incident management, troubleshooting, documentation, and stakeholder communication skills.

Preferred Skills

• Experience integrating open-source telephony components with custom-developed services.
• Knowledge of voice, chat, email, and task-based contact center workflows.
• Experience with QA testing, UAT, release validation, and production cutovers.
• Familiarity with automated testing, configuration management, and operational runbooks.
• Ability to support globally distributed teams and incidents across different regions.

Work Requirements

• Onsite presence at Elk Grove, California.
• Support a globally distributed contact center platform.
• Participate in scheduled and ad hoc meetings during Pacific business hours.
• Follow incident management, change control, documentation, and handover procedur