Hybrid Infra Engineer: Genesys/CCaaS & Cloud

MassGenics, Inc.; Charlotte (NC); Hybrid; USD 96,000 - 103,000; Full time

Benefits offered by this job

Medical & pharmacy coverage

Dental/vision insurance

401(k)

Health saving account (HSA) and Flex.

Life Insurance

Pet Insurance

Disability – short & long term

Accident & Critical illness coverage

Pre-paid legal & ID theft protection

Sick time

Paid leaves as required by law

Employee Assistance Program

Job summary

Innova Solutions in Charlotte, NC seeks an Infrastructure Engineer for a 12-month contract (W2) with 3 days on-site in Charlotte and Irving, TX. You will support and maintain contact center routing platforms, and manage Linux/Windows infrastructure to ensure reliability.

The role covers incident and change management, on-call 24x7 coverage, migration to cloud CCaaS, and automation initiatives using AI tools, with emphasis on security and compliance.

Qualifications

• Experience in infrastructure engineering or equivalent through work, training, military, or education.
• Experience with contact center routing technologies.
• Hands-on experience with Genesys CTI.
• Experience providing platform and production support including incident and change management.
• Experience with Linux and/or Windows environments.
• Exposure to AI or automation tools used in infrastructure operations, monitoring, or incident management.
• Experience with cloud-based contact center platforms (e.g., CCaaS, Five9, Avaya, or similar).
• Experience supporting OpenShift (OCP) or similar platforms.
• Familiarity with hybrid environments involving legacy and modern cloud systems.
• Experience working in high-availability, large-scale enterprise environments.

Responsibilities

• Support and maintain contact center routing platforms, including Genesys CTI and cloud-based CCaaS solutions.
• Manage infrastructure across Linux and Windows environments, with a focus on system reliability and performance.
• Provide production support, including incident and change management using tools such as ServiceNow or similar platforms.
• Troubleshoot and resolve complex infrastructure and routing issues across legacy and cloud environments.
• Collaborate with engineering and operations teams to support migration from legacy platforms to cloud-based solutions.
• Participate in on-call rotation and provide 24x7 support coverage as required.
• Analyze infrastructure challenges and contribute to long-term platform improvements.
• Support automation initiatives, including the use of AI-driven tools for incident reduction and operational efficiency.
• Ensure compliance with enterprise policies, procedures, and security standards.

Skills

Infrastructure engineering

Genesys CTI

CCaaS platforms

Linux / Windows

OpenShift (OCP)

Cloud / hybrid environments

Incident & change management

Automation / AI tools

Tools

ServiceNow

Job description

Innova Solutions in Charlotte, NC seeks an Infrastructure Engineer for a 12-month contract (W2) with 3 days on-site in Charlotte and Irving, TX. You will support and maintain contact center routing platforms, and manage Linux/Windows infrastructure to ensure reliability.

The role covers incident and change management, on-call 24x7 coverage, migration to cloud CCaaS, and automation initiatives using AI tools, with emphasis on security and compliance.