Contact Center Systems Engineer

Red Oak Technologies; Elk Grove (CA); On-site; USD 90,000 - 130,000; Part time

Job summary

Red Oak Technologies is seeking an experienced Operational Engineering professional for a contract role based in Elk Grove, CA. The resource will provide operational engineering support for the incumbent commercial platform and coordinate with Client engineers across regions, following a Pacific Time shift and a strict onsite schedule (Tues–Thu, 3 days a week).

Day-to-day work includes configuring routing, IVR flows, queues, and agent targeting; troubleshooting across voice, network, and

Qualifications

• 3+ years hands-on with enterprise contact center platforms (Genesys, Five9, Avaya, or Cisco).
• Linux-based configuration, log analysis, and command-line troubleshooting.
• Experience with REST APIs and webhooks; Git and deployment workflows.

Responsibilities

• Configure and maintain routing, queues, IVR, and agent targeting across voice, chat, and email.
• Troubleshoot voice, network, and application-level issues; coordinate cross-region incidents.
• Analyze routing logic, map to target architecture, and author runbooks.
• Coordinate with cross-functional teams and provide shift handovers in a time-zone distributed environment.

Skills

SIP/VoIP basics

Linux systems

Troubleshooting

REST APIs

Git workflows

Cross-timezone collaboration

Incident response

Education

Bachelor's degree in CS/IT/Telecommunications

Tools

FreeSWITCH

Kamailio/OpenSIPS

Wireshark

Terraform/Ansible

SNGREP

Job description

Since 1995, Red Oak Technologies has been a trusted partner in the tech industry, delivering innovative talent solutions that drive progress. We specialize in quickly acquiring and efficiently matching top-tier professional talent with clients in immediate need of highly skilled contract, permanent or project management based resources.

NOTE: If selected for this position, you are required to perform ALL work onsite, based on the client's specified hybrid work schedule (currently onsite 3 days a week: Tuesday, Wednesday and Thursday).

Elk Grove, CA-3x/week onsite (Tue-Thur)

Our 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:

• 3 or more years of hands-on experience with an enterprise contact center platform such as Genesys, 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;
• Networking fundamentals including TCP/IP, DNS, routing, firewalls and QoS.
• Proficiency in Linux environments covering service configuration, log analysis and command-line troubleshooting;
• Experience integrating systems via REST APIs and webhooks;
• Experience with Git and standard deployment workflows.
• Be able to 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;
• ITIL or ITSM familiarity
• A bachelor's degree in Computer Science, Information Systems, Telecommunications or a related field, or equivalent practical experience, is expected.

Red Oak Technologies is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life.

Red Oak Five (Core Values): Relationships First | Exceptional Quality and Service | Unwavering Integrity and Trust | Be Easy To Do Business With | Respect Everyone