Infrastructure Engineer: CCaaS & CTI (Hybrid)

Innova Solutions Inc; Charlotte (NC); Hybrid; USD 96,000 - 103,000; Full time

Benefits offered by this job

Medical & pharmacy coverage

401(k)

HSA/FSA

Job summary

Innova Solutions, hiring for an Infrastructure Engineer in Charlotte, NC, offers a 12-month contract with a 3-day on-site hybrid schedule. You will manage Linux/Windows infra, support contact center routing (Genesys CTI/CCaaS), and participate in on-call, incident/change management, and cloud migration initiatives.

Ideal candidates have experience in enterprise infrastructure, OpenShift, and AI-automation tools, with a focus on reliability, security, and high availability.

Qualifications

• Experience in infrastructure engineering or equivalent through work, training, military, or education.
• Experience with contact center routing technologies such as Genesys CTI and CCaaS platforms.

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

Genesys CTI

Linux/Windows

CCaaS / cloud contact centers

OpenShift / OCP

AI / automation tools

Incident & change mgmt

ServiceNow

Hybrid / on-prem to cloud

Tools

Genesys CTI

ServiceNow

OpenShift

Job description

Innova Solutions, hiring for an Infrastructure Engineer in Charlotte, NC, offers a 12-month contract with a 3-day on-site hybrid schedule. You will manage Linux/Windows infra, support contact center routing (Genesys CTI/CCaaS), and participate in on-call, incident/change management, and cloud migration initiatives.

Ideal candidates have experience in enterprise infrastructure, OpenShift, and AI-automation tools, with a focus on reliability, security, and high availability.