Contact Center Systems Engineer

RemoteRemoteFull TimePosted 1 month agoVisa sponsorship availableHidden Gem · Himalayas

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Required skills

Contact Center
routing
queues
IVR
voice
chat
email
task channels
telephony
network

Nice to have

FreeSWITCH
Kamailio
OpenSIPS
Asterisk
open-source telephony
Wireshark

Role summary

Seeking an experienced Contact Center Systems Engineer for a large-scale, global enterprise environment. This role involves production support and platform engineering for contact center routing, telephony troubleshooting, Linux systems, and integrations. Responsibilities include configuring routing strategies, IVR flows, troubleshooting production issues across voice, chat, and email channels, diagnosing voice quality and SIP/VoIP call flows, supporting number provisioning, and analyzing configurations for platform migration. The engineer will build and validate configurations in Linux, support migration and testing, integrate systems via REST APIs, participate in incident resolution, and create technical documentation.

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

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