Contact Center Systems Engineer

The Client operates an internal contact center platform supporting its own helpdesk and employeesupport organizations. The helpdesk runs continuously and the platform serves users worldwide. Thiscontract role provides operational engineering support for the incumbent commercial platform whilecontributing to the implementation of a successor platform built on open-source telephony components. The resource is based in Elk Grove, California and works a scheduled Pacific Time shift within a smalldistributed engineering group, coordinating with Client engineers in other regions. The regionaldesignation determines where the resource sits, not who the resource supports: within the coveragewindow the resource supports the platform globally, responding to incidents in any region and to requestsfrom operational leads and cross-functional teams located anywhere. Day to day the work spans configuring and maintaining routing strategies, queues, IVR flows and agent targeting across voice, chat, task and email; troubleshooting across voice, network and application layers; diagnosing voice quality problems such as latency, jitter, packet loss and codec faults; supporting number provisioning, portingand regional routing; and resolving assigned incidents and defects. On the build side, the resourceanalyzes existing routing logic, maps it to the target architecture, builds and validates configurations inLinux environments, executes feature-parity testing ahead of cutover, and authors runbooks anddocumentation. Incident response is an in-shift duty rather than a separate rotation, with handover to andfrom engineers in other regions as shifts change; there is no out-of-hours pager obligation, and escalationto a Client full-time on-call engineer is expected where an issue exceeds scope. Work is performed under Client technical direction against Client-defined priorities.