Contact Center Systems Engineer — Open-Source Telephony

System Integration Solutions; Elk Grove (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

System Integration Solutions in Elk Grove, California seeks an experienced operations engineer to support a global enterprise contact center platform. You will work in a small distributed team, coordinating with engineers in other regions to manage routing, queues, IVR flows and agent targeting across voice, chat, and email.

The role focuses on incident response, troubleshooting across voice, network and application layers, and building configurations in Linux.

Qualifications

• Three or more years of hands-on enterprise contact center platform experience.
• Experience with Genesys, NICE, Five9, Avaya or Cisco.
• Working knowledge of SIP, RTP, VoIP in multi-region enterprise environments.
• Proficiency in Linux for service configuration, log analysis and troubleshooting.
• Experience with scripting or API/webhook integrations.
• Git and standard deployment workflows.
• Ability to triage and resolve production issues under time pressure.
• Clear communication with non-technical stakeholders across time zones.

Responsibilities

• Configure and maintain routing strategies, queues, IVR, and agent targeting.
• Troubleshoot voice, network, and application layers.
• Diagnose voice quality issues (latency, jitter, packet loss, codecs).
• Support number provisioning, porting, and regional routing.
• Analyze routing logic, map to target architecture, and build configs in Linux.
• Execute feature-parity testing ahead of cutover and write runbooks.
• Incident response in shift with cross-region handovers.

Skills

Contact center experience

SIP

RTP

VoIP

Linux

Scripting

APIs & webhooks

Git

Deployment workflows

Education

Bachelor's degree in Computer Science or related field

Tools

Wireshark

sngrep

sipgrep

HOMER

Terraform

Ansible

Splunk

Grafana

Prometheus

Datadog

Cyara

Job description

System Integration Solutions in Elk Grove, California seeks an experienced operations engineer to support a global enterprise contact center platform. You will work in a small distributed team, coordinating with engineers in other regions to manage routing, queues, IVR flows and agent targeting across voice, chat, and email.

The role focuses on incident response, troubleshooting across voice, network and application layers, and building configurations in Linux.