Contact Center Systems Engineer - FreeSWITCH, SIP debugging tooling – W2 Contract only Location - Elk Grove, CA - Onsite

AppLab Systems, Inc; Elk Grove (CA); On-site; USD 110,000 - 150,000; Full time

Job summary

AppLab Systems, Inc. in Elk Grove, CA is seeking a Contact Center Systems Engineer to maintain our incumbent platform while contributing to a successor built on open-source telephony components such as FreeSWITCH and Kamailio.

You will work in a small distributed engineering group coordinating with Client engineers across regions. The role emphasizes hands-on platform configuration, troubleshooting voice quality, and cross-team collaboration to ensure seamless support and upgrade readiness for a

Qualifications

• 3+ 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 environment.
• Troubleshoot call flows, routing logic, and media path issues.
• Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS.
• Proficiency in Linux environments: service configuration, log analysis, CLI troubleshooting.
• Experience integrating systems via REST APIs and webhooks.
• Experience with Git and standard deployment workflows.
• Proven ability to triage, prioritize, and resolve production issues under time pressure.

Responsibilities

• Serve as technical point of contact for Client support stakeholders in any region during the coverage window.
• Coordinate with cross-functional teams across voice, chat, task, and email in various regions.
• Attend meetings during Pacific business hours; support onsite needs at Elk Grove site as required.
• Configure and maintain routing, queues, IVR, and agent targeting per change requests.
• Troubleshoot voice, network, and application layer issues; diagnose voice quality problems.
• Provide configuration support for a next-generation platform based on open-source telephony components.
• Analyze routing logic and produce mapping documentation for target architecture.
• Build and validate configurations in Linux; conduct feature-parity testing before cutover.
• Write runbooks and documentation; act as first-line responder for incidents during shifts.

Skills

FreeSWITCH

SIP/VoIP fundamentals

Linux

REST APIs

Git

Troubleshooting

Platform migrations

SIP debugging tools

Monitoring tools

Incident response

Education

Bachelor’s degree or equivalent in CS/Telecom

Tools

Terraform

Ansible

Kamailio/OpenSIPS/Asterisk

Wireshark

sngrep

sipgrep

HOMER

Splunk/Grafana/Datadog

Job description

Title : Contact Center Systems Engineer - FreeSWITCH, SIP debugging tooling – W2 Contract only

Location - Elk Grove, CA - Onsite

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
• Prior participation in a contact center platform migration or replacement
• SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER
• Infrastructure as Code: Terraform, Ansible, or comparable
• Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog

1. ROLE SUMMARY

• 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.
• 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.

2. SCOPE OF WORK

• 2.1 Stakeholder and operational support
• Act 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 window
• Coordinate with Client cross-functional channel teams across voice, chat, task, and email, whose members may be located in any region regardless of meeting time zone
• Attend recurring and ad hoc meetings scheduled within Pacific business hours, recognizing that other participants may be joining from outside AMR
• Gather workflow and usability feedback from operational leads and submit improvement recommendations for Client prioritization
• Provide technical input, constraints, and requirements into Client-led design and architecture discussions
• Support onsite technical needs at the Elk Grove site where physical presence or site-specific knowledge is required

2.2 Platform configuration and maintenance — incumbent platform

• Configure and maintain routing strategies, queues, IVR flows, and agent targeting across supported channels, per approved change requests
• Troubleshoot issues spanning voice, network, and application layers
• Diagnose and remediate voice quality issues including latency, jitter, packet loss, and codec faults
• Support number provisioning, porting, and regional routing configuration in coordination with Client-managed carrier relationships
• Resolve assigned incidents and defects within the Client's ticketing and defect-tracking systems

2.3 Successor platform implementation support

• Provide configuration and implementation support for a next-generation platform based on open-source telephony components (e.g. FreeSWITCH, Kamailio) integrated with Client-developed services
• Analyze existing routing logic and produce mapping documentation for the target architecture
• Build and validate configurations in Linux-based environments
• Execute feature-parity testing between platforms and report results ahead of approved cutover
• Author runbooks and configuration documentation for Client retention
• Serve as first-line technical responder for platform incidents arising during the scheduled shift, in any region the platform serves
• Respond to in-shift questions and escalations from operational leads in any region, including regions whose local business hours fall outside the coverage window
• Triage, diagnose, and where within scope resolve incidents; otherwise elevate per §4
• Accept handover of in-flight incidents at start of shift and hand over open incidents at end of shift
• Record timeline, actions, and root-cause findings in the Client's incident system
• Contribute to post-incident reviews and implement approved preventative controls

2.5 Automation and quality

• Review automation code and test coverage in coordination with the Client's automation engineer
• Identify recurring manual operational tasks and propose automation candidates
• Execute QA testing for features, upgrades, and integrations ahead of production release

2.6 Requirements and release support

• Serve as technical liaison between Client support organizations and Client development teams for assigned tools
• Translate stated business needs into documented technical requirements for Client review
• Support UAT execution and cutover readiness verification

3. REQUIRED QUALIFICATIONS

• Platform and telephony
• 3+ 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 environment
• Demonstrated experience troubleshooting call flows, routing logic, and media path issues
• Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS
• Proficiency in Linux environments: service configuration, log analysis, command-line troubleshooting
• Experience integrating systems via REST APIs and webhooks
• Experience with Git and standard deployment workflows
• Working practices
• Demonstrated ability to triage, prioritize, and resolve production issues under time pressure
• Ability to make documented progress against incomplete requirements and raise gaps promptly
• Clear written and verbal communication, including translating technical detail for non-technical stakeholders
• Effective collaboration across time zones and functions, including structured shift handover and supporting stakeholders in regions other than the resource's own
• Sound judgment on escalation thresholds and handover quality

4. PREFERRED QUALIFICATIONS

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
• Prior participation in a contact center platform migration or replacement
• SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER
• Infrastructure as Code: Terraform, Ansible, or comparable
• Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog
• SQL and relational database fundamentals
• Automated voice testing platforms (Cyara or comparable)
• Familiarity with AI-assisted contact center capabilities: virtual agents, intent-based routing, speech analytics
• Familiarity with telecom regulatory requirements including call recording consent and data residency

5. EDUCATION

• Bachelor’s degree in computer science, Information Systems, Telecommunications, or a related field, or equivalent demonstrated practical experience.