Contact Center Systems Engineer - FreeSWITCH, SIP debugging tooling

FalconSmartIT; Elk Grove (CA); On-site; USD 96,000 - 165,000; Full time

Job summary

FalconSmartIT in Elk Grove, CA seeks a Contract Contact Center Systems Engineer to support and maintain a mixed platform built on FreeSWITCH and open-source components. You will troubleshoot SIP/VoIP, configure routing, and assist with migration to a successor platform across regions.

The role requires hands-on Linux sysadmin skills, scripting ability, and experience with Terraform/Ansible and monitoring tools. You will respond to incidents and contribute to runbooks and documentation.

Qualifications

• Hands-on experience with enterprise contact center telephony components (FreeSWITCH, Kamailio/OpenSIPS, Asterisk)
• SIP/RTP debugging and VoIP routing troubleshooting
• Experience with Linux-based configurations and scripting for automation

Responsibilities

• Configure and maintain routing strategies, queues, IVR flows and agent targeting
• Troubleshoot voice, network and application layer issues across regions
• Support platform migration efforts toward open-source successors
• Serve as technical liaison between support, engineering and regional teams

Skills

SIP/VoIP fundamentals

Linux administration

Python scripting

REST APIs

Git

Incident response

Education

Bachelor's degree in Computer Science or related field

Tools

FreeSWITCH

Kamailio/OpenSIPS

Asterisk

Wireshark

Terraform

Ansible

Splunk

Grafana

Job description

Job Title: Contact Center Systems Engineer - FreeSWITCH, SIP debugging toolingLocation: Elk Grove, CAJob Type: Contract (W2 Only)Job Description :Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony componentsPrior participation in a contact center platform migration or replacementSIP debugging tooling: sngrep, sipgrep, Wireshark, HOMERInfrastructure as Code: Terraform, Ansible, or comparableMonitoring and observability tooling: Splunk, Grafana, Prometheus, DatadogROLE SUMMARYThe 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.The Client is seeking a contracted Contact Center Systems Engineer to support and maintain the incumbent commercial platform while contributing to the implementation of a successor platform built on open-source telephony components. The resource joins a small distributed engineering group and coordinates with Client engineers in other regions.SCOPE OF WORKStakeholder and operational supportAct as a technical point of contact for Client support stakeholders primarily operational leads, team leads, helpdesk leadership, and training staff in any region, for requests arising during the coverage windowCoordinate with Client cross-functional channel teams across voice, chat, task, and email, whose members may be located in any region regardless of meeting time zoneAttend recurring and ad hoc meetings scheduled within Pacific business hours, recognizing that other participants may be joining from outside AMRGather workflow and usability feedback from operational leads and submit improvement recommendations for Client prioritizationProvide technical input, constraints, and requirements into Client-led design and architecture discussionsSupport onsite technical needs at the Elk Grove site where physical presence or site-specific knowledge is requiredPlatform configuration and maintenance incumbent platformConfigure and maintain routing strategies, queues, IVR flows, and agent targeting across supported channels, per approved change requestsTroubleshoot issues spanning voice, network, and application layersDiagnose and remediate voice quality issues including latency, jitter, packet loss, and codec faultsSupport number provisioning, porting, and regional routing configuration in coordination with Client-managed carrier relationshipsResolve assigned incidents and defects within the Client's ticketing and defect-tracking systemsSuccessor platform implementation supportProvide configuration and implementation support for a next-generation platform based on open-source telephony components (e.g. FreeSWITCH, Kamailio) integrated with Client-developed servicesAnalyze existing routing logic and produce mapping documentation for the target architectureBuild and validate configurations in Linux-based environmentsExecute feature-parity testing between platforms and report results ahead of approved cutoverAuthor runbooks and configuration documentation for Client retentionIncident response globalServe as first-line technical responder for platform incidents arising during the scheduled shift, in any region the platform servesRespond to in-shift questions and escalations from operational leads in any region, including regions whose local business hours fall outside the coverage windowTriage, diagnose, and where within scope resolve incidents; otherwise escalate per 4Accept handover of in-flight incidents at start of shift and hand over open incidents at end of shiftRecord timeline, actions, and root-cause findings in the Client's incident systemContribute to post-incident reviews and implement approved preventative controlsAutomation and qualityReview automation code and test coverage in coordination with the Client's automation engineerIdentify recurring manual operational tasks and propose automation candidatesExecute QA testing for features, upgrades, and integrations ahead of production releaseRequirements and release supportServe as technical liaison between Client support organizations and Client development teams for assigned toolsTranslate stated business needs into documented technical requirements for Client reviewSupport UAT execution and cutover readiness verificationREQUIRED QUALIFICATIONSPlatform and telephony3+ years hands-on experience with an enterprise contact center platform (Genesys, NICE, Five9, Avaya, Cisco, or comparable)Working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region enterprise environmentDemonstrated experience troubleshooting call flows, routing logic, and media path issuesNetworking fundamentals: TCP/IP, DNS, routing, firewalls, QoSEngineeringProficiency in Linux environments: service configuration, log analysis, command-line troubleshootingProficiency in at least one scripting or programming language (Python, JavaScript, Bash, or comparable)Experience integrating systems via REST APIs and webhooksExperience with Git and standard deployment workflowsWorking practicesDemonstrated ability to triage, prioritize, and resolve production issues under time pressureAbility to make documented progress against incomplete requirements and raise gaps promptlyClear written and verbal communication, including translating technical detail for non-technical stakeholdersEffective collaboration across time zones and functions, including structured shift handover and supporting stakeholders in regions other than the resource's ownSound judgment on escalation thresholds and handover qualityPREFERRED QUALIFICATIONSHands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony componentsPrior participation in a contact center platform migration or replacementSIP debugging tooling: sngrep, sipgrep, Wireshark, HOMERInfrastructure as Code: Terraform, Ansible, or comparableMonitoring and observability tooling: Splunk, Grafana, Prometheus, DatadogSQL and relational database fundamentalsAutomated voice testing platforms (Cyara or comparable)Familiarity with AI-assisted contact center capabilities: virtual agents, intent-based routing, speech analyticsFamiliarity with telecom regulatory requirements including call recording consent and data residencyITIL / ITSM framework familiarity.EDUCATIONBachelor's degree in Computer Science, Information Systems, Telecommunications, or a related field, or equivalent demonstrated practical experience.