Contact Center Systems Engineer

About this role

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