Senior System 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

The Client operates an internal contact center platform supporting its own helpdesk and employee

support organizations. The helpdesk runs continuously and the platform serves users worldwide. This

contract role provides operational engineering support for the incumbent commercial platform while

contributing to the implementation of a successor platform built on open-source telephony components.

The resource is based in Elk Grove, California and works a scheduled Pacific Time shift within a small

distributed engineering group, coordinating with Client engineers in other regions. The regional

designation determines where the resource sits, not who the resource supports: within the coverage

window the resource supports the platform globally, responding to incidents in any region and to requests

from operational leads and cross-functional teams located anywhere.

Day to day the work spans configuring and maintaining routing strategies, queues, IVR flows and agent targeting across voice, chat, task and email; troubleshooting across voice, network and application layers; diagnosing voice quality problems such as latency, jitter, packet loss and codec faults; supporting number provisioning, porting

and regional routing; and resolving assigned incidents and defects. On the build side, the resource

analyzes existing routing logic, maps it to the target architecture, builds and validates configurations in

Linux environments, executes feature-parity testing ahead of cutover, and authors runbooks and

documentation. Incident response is an in-shift duty rather than a separate rotation, with handover to and

from engineers in other regions as shifts change; there is no out-of-hours pager obligation, and escalation

to a Client full-time on-call engineer is expected where an issue exceeds scope. Work is performed under

Client technical direction against Client-defined priorities.

Required qualifications: three or more years 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; demonstrated experience troubleshooting call

flows, routing logic and media path issues; and networking fundamentals including TCP/IP, DNS, routing,

firewalls and QoS. The role also requires proficiency in Linux environments covering service

configuration, log analysis and command-line troubleshooting; proficiency in at least one scripting or

APIs and webhooks; and experience with Git and standard deployment workflows. Candidates must

triage and resolve production issues under time pressure, make documented progress against

incomplete requirements, communicate clearly with non-technical stakeholders, collaborate across

time zones including structured shift handover, and exercise sound judgment on escalation.

Preferred qualifications: hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk or

comparable open-source telephony components; prior participation in a contact center platform

migration; SIP debugging tooling such as sngrep, sipgrep, Wireshark or HOMER; Infrastructure as Code

with Terraform or Ansible; observability tooling such as Splunk, Grafana, Prometheus or Datadog; SQL

fundamentals; automated voice testing platforms such as Cyara; familiarity with AI-assisted contact

center capabilities including virtual agents, intent-based routing and speech analytics; awareness of

telecom regulatory requirements such as call recording consent and data residency; and ITIL or ITSM

A bachelor's degree in Computer Science, Information Systems, Telecommunications or a

related field, or equivalent practical experience, is expected.