Global Contact Center Systems Engineer (Contract)

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

Job summary

Systems Integration Solutions is seeking an experienced Operational Engineer to support an enterprise contact center platform from Elk Grove, CA. The role spans configuring routing strategies, IVR flows and agent targeting while coordinating with global teams in multiple regions.

Responsibilities include troubleshooting voice quality, provisioning and regional routing, and building configurations in Linux environments with open-source telephony components.

Qualifications

• Three+ years hands-on experience with an enterprise contact center platform such as Genesys, NICE, Five9, Avaya or Cisco.
• Working knowledge of SIP, RTP and VoIP fundamentals in a multi-region enterprise environment.
• Proficiency in Linux environments including service configuration, log analysis and command-line troubleshooting; experience with Git and standard deployment workflows.

Responsibilities

• Configure and maintain routing strategies, queues, IVR flows and agent targeting across voice, chat, task and email.
• Troubleshoot voice quality issues, including latency, jitter, packet loss and codec faults; diagnose call flows and media paths.
• Support provisioning, porting and regional routing; resolve incidents and defects; map routing logic to target architecture and validate configurations in Linux environments.
• Analyze existing routing logic, run feature-parity tests before cutover, and author runbooks and documentation.
• Triage and resolve production issues under time pressure; communicate with non-technical stakeholders and collaborate across time zones with structured shift handovers.

Skills

VoIP fundamentals

Linux

Scripting/APIs

Git

Incident triage

Cross-team communication

Education

Bachelor's degree in Computer Science / Information Systems / Telecommunications

Tools

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

Wireshark

Job description

Systems Integration Solutions is seeking an experienced Operational Engineer to support an enterprise contact center platform from Elk Grove, CA. The role spans configuring routing strategies, IVR flows and agent targeting while coordinating with global teams in multiple regions.

Responsibilities include troubleshooting voice quality, provisioning and regional routing, and building configurations in Linux environments with open-source telephony components.