Job description
About the Role
We are seeking an experienced Contact Center Systems Engineer to support a large-scale, global enterprise contact center environment.
This role combines production support and platform engineering, including contact center routing, telephony troubleshooting, Linux-based systems, integrations, and migration from an existing commercial platform to a next-generation platform built on open-source telephony technologies.
Key Responsibilities
Configure and maintain routing strategies, queues, IVR flows, and agent targeting across voice, chat, email, and task channels
Troubleshoot production issues across telephony, network, and application layers
Diagnose voice quality issues including latency, jitter, packet loss, codecs, and media-path problems
Troubleshoot SIP/VoIP call flows and routing logic
Support number provisioning, porting, and regional routing
Analyze existing contact center configurations and map them to a new platform architecture
Build and validate configurations in Linux environments
Support platform migration and feature-parity testing
Integrate systems using REST APIs and webhooks
Participate in production incident triage and resolution
Create technical documentation, runbooks, and structured shift handovers
Required Qualifications
3+ years of hands-on experience with enterprise Contact Center platforms
Experience with Genesys, NICE, Five9, Avaya, Cisco, or similar platforms
Strong knowledge of SIP, RTP, and VoIP
Experience troubleshooting call flows, routing logic, and media-path issues
Networking knowledge including TCP/IP, DNS, routing, firewalls, and QoS
Strong Linux skills including service configuration, log analysis, and command-line troubleshooting
Scripting/programming experience with Python, JavaScript, or Bash
Experience with REST APIs, webhooks, Git, and deployment workflows
Experience supporting and troubleshooting production systems
Preferred Qualifications
Experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or similar open-source telephony technologies
Contact center platform migration experience
Experience with Wireshark, sngrep, sipgrep, or HOMER
Terraform or Ansible
Splunk, Grafana, Prometheus, or Datadog
SQL fundamentals
Cyara or other automated voice-testing platforms
Exposure to AI-enabled contact center capabilities such as virtual agents, intent-based routing, or speech analytics
ITIL / ITSM familiarity
Education
Bachelor's degree in Computer Science, Information Systems, Telecommunications, or a related field, or equivalent practical experience.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.