Open-Source Contact Center Systems Engineer (Onsite)

AppLab Systems, Inc; Elk Grove (CA); On-site; USD 120,000 - 180,000; Part time

Job summary

AppLab Systems, Inc. in Elk Grove, CA is seeking a Contact Center Systems Engineer to support and migrate a multi-channel contact center platform.

The role focuses on OpenSource components (FreeSWITCH/Kamailio/OpenSIPS) and in-scope telephony tooling, with onsite presence required. You will coordinate with regional teams, troubleshoot voice quality, and implement configuration changes while preparing for a successor platform.

Qualifications

• 3+ years hands-on experience with an enterprise contact center platform.
• Working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region environment.
• Troubleshooting call flows, routing logic, and media path issues.
• Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS.
• Proficiency in Linux environments: service configuration, log analysis, CLI troubleshooting.
• Experience integrating systems via REST APIs and webhooks.
• Experience with Git and standard deployment workflows.
• Demonstrated ability to triage, prioritize, and resolve production issues under time pressure.
• Clear written and verbal communication, including translating technical detail for non-technical stakeholders.

Responsibilities

• Provide technical support for the incumbent platform and the next-generation open-source platform.
• Configure routing, queues, IVR flows, and agent targeting across channels.
• Troubleshoot voice quality and network issues across regions.
• Coordinate with stakeholders across time zones and regions during coverage windows.
• Build and validate Linux configurations and runbooks for deployment and incident response.
• Lead handovers and document incident timelines and root causes.

Skills

Enterprise contact center platform

SIP, RTP, VoIP fundamentals

Troubleshooting call flows

Networking fundamentals

Linux administration

REST APIs & webhooks

Git & deployment workflows

Production issue triage

Clear communication

Cross-region collaboration

Education

Bachelor degree or relevant experience

Tools

Terraform

Ansible

sngrep

sipgrep

Wireshark

HOMER

Splunk

Grafana

Prometheus

Datadog

Job description

AppLab Systems, Inc. in Elk Grove, CA is seeking a Contact Center Systems Engineer to support and migrate a multi-channel contact center platform.

The role focuses on OpenSource components (FreeSWITCH/Kamailio/OpenSIPS) and in-scope telephony tooling, with onsite presence required. You will coordinate with regional teams, troubleshoot voice quality, and implement configuration changes while preparing for a successor platform.