Contact Center Systems Engineer Glint Tech Solutions

LLC - 2.0

Elk Grove, CA Job Details 15 hours ago Qualifications Telecommunications network troubleshooting Linux support Avaya RESTful API Call center experience Git Application deployment Programming languages Firewall IVR Voice over internet protocol (VoIP) configuration Network routing Systems & applications support Linux administration Production troubleshooting Full Job Description 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.