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 robust 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.
- Strong 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 production incident management and troubleshooting skills.

Preferred Skills
- Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, or Asterisk.
- Experience with contact center platform migration or replacement projects.
- SIP debugging tools: Wireshark, sngrep, sipgrep, or HOMER.
- Infrastructure as Code: Terraform or Ansible.
- Monitoring and observability: Splunk, Grafana, Prometheus, or Datadog.
- Experience with automated voice testing tools such as Cyara.
- Knowledge of SQL, AI-enabled contact centers, and ITIL/ITSM practices.

Ideal Candidate We are looking for a hands-on engineer who can troubleshoot complex telephony issues, support production operations, validate new platform configurations, and contribute to contact center modernization initiatives.

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