Contact Center Systems Engineer

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