About the Role
We are looking for an experienced Contact Center Systems Engineer / Quality Engineer for a freelance contract engagement supporting a global enterprise contact center platform.
The candidate will maintain an existing commercial contact center platform while supporting the implementation and migration to a next-generation solution built on open-source telephony components such as FreeSWITCH and Kamailio.
The ideal candidate should have strong hands-on experience in SIP/VoIP troubleshooting, Linux administration, contact center configuration, production incident management, and QA testing.
Key Responsibilities
• Configure and maintain contact center routing strategies, queues, IVR flows, and agent targeting.
• Troubleshoot SIP, RTP, VoIP, call flows, network connectivity, and voice quality issues.
• Support contact center platforms such as Genesys, NICE, Five9, Avaya, or Cisco.
• Assist with the implementation and migration of open-source telephony platforms.
• Analyze existing routing logic and document configurations for the target architecture.




• Perform feature-parity testing, integration testing, UAT, and release validation.
• Diagnose production incidents, perform root-cause analysis, and maintain incident documentation.
• Automate repetitive operational tasks and review test automation with engineering teams.
• Collaborate with globally distributed teams and provide structured shift handovers.
• Maintain technical documentation, runbooks, and configuration records.

Required Skills
• Hands-on experience with enterprise contact center platforms.
• Solid knowledge of SIP, RTP, VoIP, TCP/IP, DNS, routing, firewalls, and QoS.
• Experience troubleshooting call flows, routing logic, and voice quality issues.
• Proficiency in Linux administration and command-line troubleshooting.
• Experience with Python, Bash, JavaScript, or another scripting/programming language.
• Familiarity with REST APIs, webhooks, Git, and deployment workflows.
• Strong producti

📌 Freelance Contact Center Systems Engineer (India)
🏢 IndiTech Consulting
📍 India