Contact Center Systems Engineer
Job Description
Contact Center Systems Engineer
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Elk Grove, CA
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Hybrid/onsite (Tues/Wed/Thurs onsite)
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Local Candidates Highly Preferred!!
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W2 only!
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The Client operates an internal contact center platform supporting its own helpdesk and employee
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support organizations. The helpdesk runs continuously and the platform serves users worldwide. This
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contract role provides operational engineering support for the incumbent commercial platform while
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contributing to the implementation of a successor platform built on open-source telephony components.
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The resource is based in Elk Grove, California and works a scheduled Pacific Time shift within a small
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distributed engineering group, coordinating with Client engineers in other regions. The regional
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designation determines where the resource sits, not who the resource supports: within the coverage
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window the resource supports the platform globally, responding to incidents in any region and to requests
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from operational leads and cross-functional teams located anywhere.
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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
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and regional routing; and resolving assigned incidents and defects. On the build side, the resource
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analyzes existing routing logic, maps it to the target architecture, builds and validates configurations in
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Linux environments, executes feature-parity testing ahead of cutover, and authors runbooks and
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documentation. Incident response is an in-shift duty rather than a separate rotation, with handover to and
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from engineers in other regions as shifts change; there is no out-of-hours pager obligation, and escalation
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to a Client full-time on-call engineer is expected where an issue exceeds scope. Work is performed under
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Client technical direction against Client-defined priorities.
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Required qualifications: three or more years hands-on experience with an enterprise contact center
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platform such as Genesys, NICE, Five9, Avaya or Cisco; working knowledge of SIP, RTP and VoIP
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fundamentals in a multi-region enterprise environment; demonstrated experience troubleshooting call
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flows, routing logic and media path issues; and networking fundamentals including TCP/IP, DNS, routing,
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firewalls and QoS. The role also requires proficiency in Linux environments covering service
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configuration, log analysis and command-line troubleshooting; proficiency in at least one scripting or
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programming language such as Python, JavaScript or Bash; experience integrating systems via REST
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APIs and webhooks; and experience with Git and standard deployment workflows. Candidates must
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triage and resolve production issues under time pressure, make documented progress against
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incomplete requirements, communicate clearly with non-technical stakeholders, collaborate across
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time zones including structured shift handover, and exercise sound judgment on escalation.
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Preferred qualifications: hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk or
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comparable open-source telephony components; prior participation in a contact center platform
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migration; SIP debugging tooling such as sngrep, sipgrep, Wireshark or HOMER; Infrastructure as Code
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with Terraform or Ansible; observability tooling such as Splunk, Grafana, Prometheus or Datadog; SQL
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fundamentals; automated voice testing platforms such as Cyara; familiarity with AI-assisted contact
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center capabilities including virtual agents, intent-based routing and speech analytics; awareness of
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telecom regulatory requirements such as call recording consent and data residency; and ITIL or ITSM
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familiarity.
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A bachelor's degree in Computer Science, Information Systems, Telecommunications or a
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related field, or equivalent practical experience, is expected.
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