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