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. This contract role provides operational engineering support for the incumbent commercial platform while contributing to the implementation of a successor platform built on open-source telephony components. The resource is based in Elk Grove, California and works a scheduled Pacific Time shift within a small distributed engineering group, coordinating with Client engineers in other regions. The regional designation determines where the resource sits, not who the resource supports: within the coverage window the resource supports the platform globally, responding to incidents in any region and to requests from operational leads and cross-functional teams located anywhere. 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 and regional routing; and resolving assigned incidents and defects. On the build side, the resource analyzes existing routing logic, maps it to the target architecture, builds and validates configurations in Linux environments, executes feature-parity testing ahead of cutover, and authors runbooks and documentation. Incident response is an in-shift duty rather than a separate rotation, with handover to and from engineers in other regions as shifts change; there is no out-of-hours pager obligation, and escalation to a Client full-time on-call engineer is expected where an issue exceeds scope. Work is performed under Client technical direction against Client-defined priorities. Required qualifications: three or more years hands-on experience with an enterprise contact center platform such as Genesys, NICE, Five9, Avaya or Cisco; 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; and networking fundamentals including TCP/IP, DNS, routing, firewalls and QoS. The role also requires proficiency in Linux environments covering service configuration, log analysis and command-line troubleshooting; proficiency in at least one scripting or programming language such as Python, JavaScript or Bash; experience integrating systems via REST APIs and webhooks; and experience with Git and standard deployment workflows. Candidates must triage and resolve production issues under time pressure, make documented progress against incomplete requirements, communicate clearly with non-technical stakeholders, collaborate across time zones including structured shift handover, and exercise sound judgment on escalation. Preferred qualifications: hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk or comparable open-source telephony components; prior participation in a contact center platform migration; SIP debugging tooling such as sngrep, sipgrep, Wireshark or HOMER; Infrastructure as Code with Terraform or Ansible; observability tooling such as Splunk, Grafana, Prometheus or Datadog; SQL fundamentals; automated voice testing platforms such as Cyara; familiarity with AI-assisted contact center capabilities including virtual agents, intent-based routing and speech analytics; awareness of telecom regulatory requirements such as call recording consent and data residency; and ITIL or ITSM familiarity. A bachelor's degree in Computer Science, Information Systems, Telecommunications or a related field, or equivalent practical experience, is expected. 3. Role(s) Position 1: Role : System Engineer Count : 1 Preferred Location : Onsite (Elk Grove CA) Skill Sets Niche Skill Experience Preference REST APIs No At least 1 year Is Required Splunk No At least 1 year Is Required Telephony Applications No 2-5 Years Is Required Voice/VoIP/SIP No 2-5 Years Is Required Communication Skills No 2-5 Years Is Required Genesys Yes At least 1 year Nice To Have ITSM No At least 1 year Is Required Linux No At least 1 year Is Required python No At least 1 year Nice To Have

Requirements

Must-haves

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. This
contract role provides operational engineering support for the incumbent commercial platform while
contributing to the implementation of a successor platform built on open-source telephony components.
The resource is based in Elk Grove, California and works a scheduled Pacific Time shift within a small
distributed engineering group, coordinating with Client engineers in other regions. The regional
designation determines where the resource sits, not who the resource supports: within the coverage
window the resource supports the platform globally, responding to incidents in any region and to requests
from operational leads and cross-functional teams located anywhere. 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
and regional routing; and resolving assigned incidents and defects. On the build side, the resource
analyzes existing routing logic, maps it to the target architecture, builds and validates configurations in
Linux environments, executes feature-parity testing ahead of cutover, and authors runbooks and
documentation. Incident response is an in-shift duty rather than a separate rotation, with handover to and
from engineers in other regions as shifts change; there is no out-of-hours pager obligation, and escalation
to a Client full-time on-call engineer is expected where an issue exceeds scope. Work is performed under
Client technical direction against Client-defined priorities.
Required qualifications: three or more years hands-on experience with an enterprise contact center

Nice-to-haves

Preferred qualifications: hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk or
Preferred Location : Onsite (Elk Grove CA)
Genesys Yes At least 1 year Nice To Have
python No At least 1 year Nice To Have

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