Hybrid Contact Center Systems Engineer (VoIP, Open-Source)

Lambdanets Services LLC; California (MO); Hybrid; USD 95,000 - 140,000; Full time

Job summary

Lambdanets Services LLC seeks a Contact Center Systems Engineer to support an enterprise contact center platform. The role spans configuring routing strategies, IVR flows, and agent targeting across voice, chat, and emails.

You will troubleshoot media paths and voice quality while coordinating with global teams in a hybrid Elk Grove, CA setting. The candidate will map current routing to new open-source components, build configurations in Linux, and contribute to runbooks and documentation.

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.
• Proficiency in Linux environments covering service configuration, log analysis and command-line troubleshooting.
• Experience integrating systems via REST APIs and webhooks; experience with Git and standard deployment workflows.
• Ability to triage and resolve production issues under time pressure and communicate clearly with non-technical stakeholders.

Responsibilities

• Configure and maintain routing strategies, queues, IVR flows and agent targeting across voice, chat, task and email.
• Troubleshoot call flows, routing logic and media path issues; diagnose voice quality problems (latency, jitter, packet loss, codecs).
• Support number provisioning, porting and regional routing; resolve incidents and defects.
• Analyze existing routing logic, map to target architecture, build and validate configurations in Linux environments.
• Execute feature-parity testing ahead of cutover; author runbooks and documentation.
• Coordinate incident response and handovers across time zones; escalate when necessary.

Skills

Genesys

NICE

Five9

VoIP fundamentals

Linux

Python

REST APIs

Webhooks

SIP

Scripting

Education

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

Tools

Git

Wireshark

sngrep

sipgrep

HOMER

Terraform

Ansible

Job description

Lambdanets Services LLC seeks a Contact Center Systems Engineer to support an enterprise contact center platform. The role spans configuring routing strategies, IVR flows, and agent targeting across voice, chat, and emails.

You will troubleshoot media paths and voice quality while coordinating with global teams in a hybrid Elk Grove, CA setting. The candidate will map current routing to new open-source components, build configurations in Linux, and contribute to runbooks and documentation.