Job Summary
The Client operates an internal contact center platform supporting helpdesk and employee support organizations worldwide. The Contact Center Systems Engineer will support and maintain the incumbent commercial contact center platform while contributing to the implementation of a successor platform built on open-source telephony components. The role will work within a small distributed engineering group, coordinate with engineers across regions, support global incident response, and contribute to platform configuration, migration, testing, automation, requirements, and release activities.

Key Responsibilities
• Act as a technical point of contact for support stakeholders, including operational leads, team leads, helpdesk leadership, and training staff, for requests arising during the coverage window
• Coordinate with cross-functional teams supporting voice, chat, task, and email channels across multiple regions
• Attend recurring and ad hoc meetings scheduled within Pacific business hours
• Gather workflow and usability feedback from operational leads and submit improvement recommendations
• Provide technical input, constraints, and requirements for design and architecture discussions
• Support onsite technical needs at the Elk Grove site when physical presence or site-specific knowledge is required
• Configure and maintain routing strategies, queues, IVR flows, and agent targeting across supported channels based on approved change requests
• Troubleshoot issues spanning voice, network, and application layers
• Diagnose and remediate voice quality issues involving latency, jitter, packet loss, and codec-related faults
• Support number provisioning, porting, and regional routing configuration in coordination with carrier relationships
• Resolve assigned incidents and defects through ticketing and defect-tracking systems
• Provide configuration and implementation support for a next-generation platform based on open-source telephony components such as FreeSWITCH and Kamailio
• Analyze existing routing logic and produce mapping documentation for the target architecture
• Build and validate configurations in Linux-based environments
• Execute feature-parity testing between incumbent and successor platforms and report results ahead of approved cutover
• Author runbooks and configuration documentation for ongoing support
• Serve as a first-line technical responder for platform incidents during the scheduled shift across all supported regions
• Respond to in-shift questions and escalations from operational stakeholders across regions
• Triage, diagnose, and resolve incidents within scope, escalating issues when appropriate
• Accept handover of in-flight incidents at the start of the shift and provide structured handover of open incidents at the end of the shift
• Document incident timelines, actions taken, and root-cause findings
• Contribute to post-incident reviews and implement approved preventative controls
• Review automation code and test coverage in coordination with automation engineering resources
• Identify recurring manual operational tasks and propose opportunities for automation
• Execute QA testing for features, upgrades, and integrations before production release
• Serve as a technical liaison between support organizations and development teams
• Translate business needs into documented technical requirements for review
• Support UAT execution and cutover readiness verification

Required Qualifications
• 3+ years of hands-on experience with an enterprise contact center platform such as Genesys, NICE, Five9, Avaya, Cisco, or comparable platforms
• 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
• Knowledge of networking fundamentals, including TCP/IP, DNS, routing, firewalls, and QoS
• Proficiency in Linux environments, including service configuration, log analysis, and command-line troubleshooting
• Proficiency in at least one scripting or programming language such as Python, JavaScript, Bash, or comparable
• Experience integrating systems through REST APIs and webhooks
• Experience with Git and standard deployment workflows
• Demonstrated ability to triage, prioritize, and resolve production issues under time-sensitive conditions
• Ability to make documented progress against incomplete requirements and identify and communicate gaps promptly
• Strong written and verbal communication skills, including the ability to explain technical information to non-technical stakeholders
• Ability to collaborate effectively across time zones and functions, including structured shift handovers and support for stakeholders in different regions
• Sound judgment regarding escalation thresholds and incident handover quality
• Bachelor's degree in Computer Science, Information Systems, Telecommunications, or a related field, or equivalent demonstrated practical experience

Preferred Qualifications
• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
• Prior participation in a contact center platform migration or replacement
• Experience with SIP debugging tools such as sngrep, sipgrep, Wireshark, or HOMER
• Experience with Infrastructure as Code tools such as Terraform, Ansible, or comparable technologies
• Experience with monitoring and observability tools such as Splunk, Grafana, Prometheus, or Datadog
• Knowledge of SQL and relational database fundamentals
• Experience with automated voice testing platforms such as Cyara or comparable tools
• Familiarity with AI-assisted contact center capabilities, including virtual agents, intent-based routing, and speech analytics
• Familiarity with telecom regulatory requirements, including call recording consent and data residency
• Familiarity with ITIL or ITSM frameworks