Global Hybrid Contact Center Systems Engineer

PTR Global; Elk Grove (CA); Hybrid; USD 103,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision

401K contributions

Job summary

PTR Global in Elk Grove, California, is seeking an experienced NOC/Engineering professional to support an enterprise contact center platform. The role spans configuring routing, queues, IVR flows and agent targeting across voice, chat, task and email, with incident diagnostics and multi-region coordination.

Day-to-day duties include Linux-based configuration, runbook creation, and feature-parity testing ahead of platform migration to open-source components.

Qualifications

• Three or more 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; demonstrated experience troubleshooting call flows, routing logic and media path issues; and networking fundamentals including TCP/IP, DNS, routing, firewalls and QoS.
• Candidates must triage and resolve production issues under time pressure, make documented progress against incomplete requirements, communicate clearly with non-technical stakeholders, collaborate across time zones including structured shift handover, and exercise sound judgment on escalation.

Responsibilities

• Configure, maintain and optimize routing strategies, queues, IVR flows and agent targeting across voice, chat, task and email.
• Troubleshoot voice quality issues (latency, jitter, packet loss, codec faults) and support provisioning/porting and regional routing.
• Analyze routing logic, map to target architecture, build/validate configurations in Linux environments, and run parity tests ahead of cutover.

Skills

REST APIs

Splunk

Telephony Applications

Voice/VoIP/SIP

Communication Skills

Genesys

ITSM

Linux

Python

Education

Bachelor's degree in Computer Science, Information Systems, Telecommunications or related field

Tools

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

sngrep

sipgrep

Wireshark

HOMER

Terraform

Ansible

Job description

PTR Global in Elk Grove, California, is seeking an experienced NOC/Engineering professional to support an enterprise contact center platform. The role spans configuring routing, queues, IVR flows and agent targeting across voice, chat, task and email, with incident diagnostics and multi-region coordination.

Day-to-day duties include Linux-based configuration, runbook creation, and feature-parity testing ahead of platform migration to open-source components.