Contact Center Telephony Engineer - FreeSWITCH & SIP

Falcon Smart IT (FalconSmartIT); Elk Grove (CA); On-site; USD 96,000 - 152,000; Full time

Job summary

Falcon Smart IT is seeking a Contract Contact Center Systems Engineer to support and maintain a legacy telephony platform while contributing to a next-generation system based on FreeSWITCH and OpenSIPS. The role covers global helpdesk and employee support, with coordination across regions and time zones.

The engineer will configure routing, diagnose voice quality issues, and participate in feature-parity testing for the new platform, while providing onsite support at Elk Grove, CA.

Qualifications

• Hands-on experience with enterprise contact center platforms or similar telephony components.
• Strong Linux administration, scripting, and troubleshooting skills.
• Experience integrating systems via REST APIs and webhooks.
• Familiarity with SIP, RTP, and VoIP in multi-region environments.

Responsibilities

• Act as technical point of contact for cross-region stakeholders during coverage window.
• Configure routing, queues, IVR flows, and agent targeting across channels.
• Troubleshoot voice, network, and application layer issues; ensure quality metrics.
• Support migration to open-source platform alongside incumbent system.
• Create runbooks and contribute to post-incident reviews.

Skills

FreeSWITCH

Kamailio/OpenSIPS

SIP/VoIP fundamentals

Linux

Python/JavaScript/Bash

REST APIs

Git/DevOps workflows

SIP debugging tooling

Education

Bachelor's degree in CS/Engineering or related field

Tools

Terraform/Ansible

Wireshark

HOMER

Job description

Falcon Smart IT is seeking a Contract Contact Center Systems Engineer to support and maintain a legacy telephony platform while contributing to a next-generation system based on FreeSWITCH and OpenSIPS. The role covers global helpdesk and employee support, with coordination across regions and time zones.

The engineer will configure routing, diagnose voice quality issues, and participate in feature-parity testing for the new platform, while providing onsite support at Elk Grove, CA.