Open-Source Telephony & Contact Center Engineer (Migration)

METRIX IT SOLUTIONS INC; Elk Grove (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

METRIX IT SOLUTIONS INC in Elk Grove, CA seeks a Contact Center Systems Engineer to support a large enterprise contact center and assist migration to open-source telephony. You will configure routing, queues, IVR, and agent targeting across voice and digital channels while working with open-source platforms.

The role emphasizes troubleshooting, automation, and incident response across global teams, requiring Linux, IaC tools, and strong collaboration for tests, cutovers, and documentation.

Qualifications

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, or Asterisk.
• Experience migrating a contact center platform.
• Strong knowledge of SIP, VoIP, routing, IVR, and contact center ops.
• Experience with SIP troubleshooting tools (Wireshark, sngrep, sipgrep, HOMER).
• Linux-based environments and basic networking troubleshooting.
• Infrastructure as Code or automation with Terraform and Ansible.
• Familiarity with monitoring/observability tools (Splunk, Grafana, Prometheus, Datadog).
• Excellent incident management, troubleshooting, and stakeholder communication.

Responsibilities

• Configure and maintain contact center routing, queues, IVR flows, and agent targeting.
• Support migration to open-source telephony platforms.
• Troubleshoot SIP signaling, voice quality, latency, jitter, and packet loss.
• Use SIP debugging tools and call-flow analysis.
• Map routing logic to target architecture and validate feature parity.
• Build configurations in Linux and support platform integrations.
• Monitor platform health with observability tools.
• Handle incident triage, root cause analysis, escalation and handovers.
• Identify automation opportunities and contribute to automation code and QA.
• Document requirements, configurations, runbooks, and procedures.
• Coordinate with global support, engineering, and business teams.
• Support UAT, cutover readiness, and onsite requirements at Elk Grove.

Skills

SIP/VoIP

Contact center migration

Linux administration

IaC automation

Observability tools

Tools

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

Terraform

Ansible

Wireshark

sngrep

sipgrep

HOMER

Splunk

Grafana

Prometheus

Datadog

Job description

METRIX IT SOLUTIONS INC in Elk Grove, CA seeks a Contact Center Systems Engineer to support a large enterprise contact center and assist migration to open-source telephony. You will configure routing, queues, IVR, and agent targeting across voice and digital channels while working with open-source platforms.

The role emphasizes troubleshooting, automation, and incident response across global teams, requiring Linux, IaC tools, and strong collaboration for tests, cutovers, and documentation.