About the Role

We are looking for a Contact Center Systems Engineer with solid hands-on experience supporting enterprise contact center platforms and VoIP environments.

The role involves operational support for contact center systems while also contributing to the modernization and migration of the platform toward open-source telephony technologies.

You will work across contact center routing, IVR, queues, voice/media troubleshooting, Linux, networking, APIs and automation, while helping analyze existing configurations and map them to a target architecture.

Key Responsibilities

- Configure and maintain routing strategies, queues, IVR flows and agent targeting.
- Support voice, chat, task and email contact-center workflows.
- Troubleshoot SIP, RTP, VoIP, network and application-layer issues.
- Diagnose voice-quality problems including latency, jitter, packet loss and codec issues.
- Troubleshoot call flows, routing logic and media paths.
- Support number provisioning, porting and regional routing.
- Work with Linux environments, logs and command-line troubleshooting.
- Integrate systems using REST APIs and webhooks.
- Analyze existing contact-center routing logic and map it to a target architecture.
- Build and validate configurations in Linux environments.
- Perform feature-parity and migration testing.
- Create technical documentation, runbooks and operational procedures.
- Investigate and resolve production incidents within defined support windows.
- Collaborate with engineers and stakeholders across different time zones.
- Use Git and standard deployment practices.

Required Skills





- 3+ years of hands-on experience with enterprise contact-center platforms such as:
- Genesys
- Five9
- Avaya
- Cisco
- Strong understanding of SIP, RTP and VoIP.
- Experience troubleshooting call flows, routing logic and media paths.
- Strong networking fundamentals: TCP/IP, DNS, routing, firewalls and QoS.
- Hands-on Linux experience including service configuration, log analysis and CLI troubleshooting.
- Programming/scripting experience with Python, JavaScript or Bash.
- Experience with REST APIs and webhooks.
- Experience with Git and deployment workflows.
- Strong production troubleshooting and incident-resolution skills.

Preferred Skills

- FreeSWITCH, Kamailio, OpenSIPS or Asterisk
- Contact-center platform migration experience.
- Wireshark, sngrep, sipgrep or HOMER
- Terraform or Ansible
- Splunk, Grafana, Prometheus or Datadog
- SQL fundamentals.
- Cyara or automated voice testing platforms.
- AI-enabled contact-center technologies such as virtual agents, intent-based routing and speech analytics.
- Telecom regulatory concepts such as call-recording consent and data residency.
- ITIL/ITSM experience.

Ideal Candidate We are looking for someone who can independently troubleshoot production contact-center issues, understand both the voice and infrastructure layers, and contribute to platform modernization.

Candidates with a combination of Contact Center + VoIP/SIP + Linux + Networking + scripting experience will be strongly preferred.

Interested candidates can apply with their updated resume highlighting relevant Contact Center and VoIP experience.

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