Infrastructure Engineer 4

In this contingent resource assignment, the Infrastructure Engineer 4 will consult on complex, large-scale Infrastructure Engineering initiatives. The role involves reviewing and analyzing multi-faceted engineering challenges requiring deep evaluation of multiple technical and operational factors. This engineer will contribute to resolving complex infrastructure issues, ensuring alignment with policies, procedures, and compliance requirements. The position requires strategic collaboration with client personnel and subject matter experts. Required qualifications include 5+ years of Technology Infrastructure Engineering and Solutions experience, or equivalent through work, consulting, training, military experience, or education. Day-to-Day Responsibilities:

• Provide platform support for the full contact center technology environment, including legacy Genesys CTI systems and the new Five9 CCaaS cloud platform.
• Support Windows and Unix/Linux servers responsible for call routing (majority Linux).
• Handle production support issues across both legacy and cloud environments.
• Manage incident volume of ~100-200 tickets per week, with ~3-4 requiring hands-on resolution.
• Participate in on-call rotation (24x7 coverage with 12-hour relay to India; 7-day rotation; 4-week cycle).
• Work onsite 3 days per week (mandatory hybrid schedule).
• Collaborate with engineering teams on complex infrastructure challenges and long-term planning.
• Follow ServiceNow or similar processes for change and incident management.
• Support the transition from legacy Genesys CTI to the new Five9 cloud environment.

• 5+ years of experience with contact center routing
• Genesys Computer Telephony Integration (CTI) experience
• Platform & production support experience (ServiceNow change/incident management or similar)
• Linux or Windows experience (95% Linux, 5% Windows)

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.