Senior Global Contact Center Platform Engineer

Systems Integration Solutions; Sacramento (CA); On-site; USD 110,000 - 160,000; Full time

Job summary

Systems Integration Solutions seeks an experienced Operations Engineer to support an incumbent commercial contact center platform and help implement a successor built on open-source telephony components. Based in Elk Grove, CA, you will work Pacific Time shifts within a distributed team and coordinate with Client engineers globally.

You will configure routing, queues, IVR flows and agent targeting across voice, chat, task and email; troubleshoot media paths; diagnose voice quality issues; and

Qualifications

• Three or more years of 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.
• Proficiency in at least one scripting or APIs and webhooks; experience with Git and standard deployment workflows.
• Ability to triage and resolve production issues under time pressure and communicate with non-technical stakeholders.

Responsibilities

• Configure and maintain routing strategies, queues, IVR flows and agent targeting across voice, chat, task and email.
• Troubleshoot across voice, network and application layers; diagnose voice quality issues (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.
• Author runbooks and documentation; perform incident response with regional handovers.

Skills

Genesys

NICE

Five9

Avaya

Cisco

SIP

VoIP

Linux

Scripting

APIs & Webhooks

Git

Wireshark

sngrep

sipgrep

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

Education

Bachelor's degree in Computer Science or related field

Tools

FreeSWITCH

Kamailio

OpenSIPS

Asterisk

Job description

Systems Integration Solutions seeks an experienced Operations Engineer to support an incumbent commercial contact center platform and help implement a successor built on open-source telephony components. Based in Elk Grove, CA, you will work Pacific Time shifts within a distributed team and coordinate with Client engineers globally.

You will configure routing, queues, IVR flows and agent targeting across voice, chat, task and email; troubleshoot media paths; diagnose voice quality issues; and