Center Systems Engineer

K-Tek Resourcing LLC

Elk Grove, CA, United States

6 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

JavaScript (Programming Language) Artificial Intelligence Application Layers Systems Engineering Bash Shell VoIP Command-Line Interface Code Coverage Codecs Information Systems System Configuration Network Congestion

+36 more

Relational Databases Software Debugging Domain Name System (DNS) Monitoring of Systems Python (Programming Language) Linux System Administration Log Analysis Networking Basics Routing Open Source Technology Release Management Ansible Prometheus SQL Databases Systems Integration TCP/IP Wireshark Asterisk Datadog OpenSIPS Scripting Genesys Delivery Pipeline Grafana Firewalls (Computer Science) Git Information Technology Low Latency Kamailio Virtual Agents Restful APIs Terraform Splunk Webhooks Cisco Programming Languages

Job description

The Client operates an internal contact center platform supporting its own helpdesk and employee support organizations. The helpdesk runs continuously and the platform serves users worldwide.
The Client is seeking a contracted Contact Center Systems Engineer to support and maintain the incumbent commercial platform while contributing to the implementation of a successor platform built on open-source telephony components. The resource joins a small distributed engineering group and coordinates with Client engineers in other regions. *
1. SCOPE OF WORK
2.1 Stakeholder and operational support
Act as a technical point of contact for Client support stakeholders primarily operational leads, team leads, helpdesk leadership, and training staff in any region, for requests arising during the coverage window
Coordinate with Client cross-functional channel teams across voice, chat, task, and email, whose members may be located in any region regardless of meeting time zone
Attend recurring and ad hoc meetings scheduled within Pacific business hours, recognizing that other participants may be joining from outside AMR
Gather workflow and usability feedback from operational leads and submit improvement recommendations for Client prioritization
Provide technical input, constraints, and requirements into Client-led design and architecture discussions
Support onsite technical needs at the Elk Grove site where physical presence or site-specific knowledge is required
2.2 Platform configuration and maintenance incumbent platform
Configure and maintain routing strategies, queues, IVR flows, and agent targeting across supported channels, per approved change requests
Troubleshoot issues spanning voice, network, and application layers
Diagnose and remediate voice quality issues including latency, jitter, packet loss, and codec faults
Support number provisioning, porting, and regional routing configuration in coordination with Client-managed carrier relationships
Resolve assigned incidents and defects within the Client’s ticketing and defect-tracking systems
2.3 Successor platform implementation support
Provide configuration and implementation support for a next-generation platform based on open-source telephony components (e.g. FreeSWITCH, Kamailio) integrated with Client-developed services
Analyze existing routing logic and produce mapping documentation for the target architecture
Build and validate configurations in Linux-based environments
Execute feature-parity testing between platforms and report results ahead of approved cutover
Author runbooks and configuration documentation for Client retention
2.4 Incident response global
Serve as first-line technical responder for platform incidents arising during the scheduled shift, in any region the platform serves
Respond to in-shift questions and escalations from operational leads in any region, including regions whose local business hours fall outside the coverage window
Triage, diagnose, and where within scope resolve incidents; otherwise escalate per 4
Accept handover of in-flight incidents at start of shift and hand over open incidents at end of shift
Record timeline, actions, and root-cause findings in the Client’s incident system
Contribute to post-incident reviews and implement approved preventative controls
2.5 Automation and quality
Review automation code and test coverage in coordination with the Client’s automation engineer
Identify recurring manual operational tasks and propose automation candidates
Execute QA testing for features, upgrades, and integrations ahead of production release
2.6 Requirements and release support
Serve as technical liaison between Client support organizations and Client development teams for assigned tools
Translate stated business needs into documented technical requirements for Client review
Support UAT execution and cutover readiness verification

Requirements

Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
Prior participation in a contact center platform migration or replacement
SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER
Infrastructure as Code: Terraform, Ansible, or comparable
Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog, * Platform and telephony
3+ years hands-on experience with an enterprise contact center platform (Genesys, NICE, Five9, Avaya, Cisco, or comparable)
Working knowledge of SIP, RTP, and VoIP fundamentals in a multi-region enterprise environment
Demonstrated experience troubleshooting call flows, routing logic, and media path issues
Networking fundamentals: TCP/IP, DNS, routing, firewalls, QoS
Engineering
Proficiency in Linux environments: service configuration, log analysis, command-line troubleshooting
Proficiency in at least one scripting or programming language (Python, JavaScript, Bash, or comparable)
Experience integrating systems via REST APIs and webhooks
Experience with Git and standard deployment workflows
Working practices
Demonstrated ability to triage, prioritize, and resolve production issues under time pressure
Ability to make documented progress against incomplete requirements and raise gaps promptly
Clear written and verbal communication, including translating technical detail for non-technical stakeholders
Effective collaboration across time zones and functions, including structured shift handover and supporting stakeholders in regions other than the resource’s own
Sound judgment on escalation thresholds and handover quality
1. PREFERRED QUALIFICATIONS
Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or comparable open-source telephony components
Prior participation in a contact center platform migration or replacement
SIP debugging tooling: sngrep, sipgrep, Wireshark, HOMER
Infrastructure as Code: Terraform, Ansible, or comparable
Monitoring and observability tooling: Splunk, Grafana, Prometheus, Datadog
SQL and relational database fundamentals
Automated voice testing platforms (Cyara or comparable)
Familiarity with AI-assisted contact center capabilities: virtual agents, intent-based routing, speech analytics
Familiarity with telecom regulatory requirements including call recording consent and data residency
ITIL / ITSM framework familiarity
1. EDUCATION
Bachelor’s degree in Computer Science, Information Systems, Telecommunications, or a related field, or equivalent demonstrated practical experience.