Contact Center Systems Engineer – Voice/VoIP | Genesys/Avaya/Cisco

Contact Center Systems EngineerJob Title: Contact Center Systems Engineer
Location: Elk Grove, CA (Near Sacramento)
Project Duration: 12+ Months
Visa: Open to candidates with valid U.S. work authorization; Visa/EAD copy required

Apple operates an internal contact center platform supporting its own helpdesk and employee  support organizations. The helpdesk runs continuously and the platform serves users worldwide. 

• This contract role provides operational engineering support for the incumbent commercial platform while contributing 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 small distributed engineering group, coordinating with Client engineers in other regions. The regional designation determines where the resource sits, not who the resource supports: within the coverage window the resource supports the platform globally, responding to incidents in any region and to requests from 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, porting and regional routing; and resolving assigned incidents and defects.
• On the build side, the resource analyzes existing routing logic, maps it to the target architecture, builds and validates configurations in Linux environments, executes feature-parity testing ahead of cutover, and authors runbooks and documentation.
• Incident response is an in-shift duty rather than a separate rotation, with handover to and from engineers in other regions as shifts change; there is no out-of-hours pager obligation, and escalation to 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

Required qualifications:

• Three or more years hands-on experience with an enterprise contact center platform such as Genesys, NICE, Five9, Avaya or Cisco; 
• Working knowledge of SIP, RTP and VoIP fundamentals in a multi-region enterprise environment; 
• Demonstrated experience troubleshooting call flows, routing logic and media path issues; and networking fundamentals including TCP/IP, DNS, routing, firewalls and QoS.
• The role also requires proficiency in Linux environments covering service configuration, log analysis and command-line troubleshooting; proficiency in at least one scripting or programming language such as Python, JavaScript or Bash;
• Experience integrating systems via REST APIs and webhooks; and experience with Git and standard deployment workflows. 
• Candidates must triage and resolve production issues under time pressure, make documented progress against incomplete requirements, communicate clearly with non-technical stakeholders, collaborate across time zones including structured shift handover, and exercise sound judgment on escalation.

Preferred qualifications:

• Hands-on experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk or comparable open-source telephony components;
• Prior participation in a contact center platform migration;
• SIP debugging tooling such as sngrep, sipgrep, Wireshark or HOMER;
• Infrastructure as Code with Terraform or Ansible;
• Observability tooling such as Splunk, Grafana, Prometheus or Datadog; 
• SQL fundamentals;
• Automated voice testing platforms such as Cyara; 
• Familiarity with AI-assisted contact center capabilities including virtual agents, intent-based routing and speech analytics; 
• Awareness of telecom regulatory requirements such as call recording consent and data residency; and ITIL or ITSM familiarity. 
• Bachelor's degree in Computer Science, Information Systems, Telecommunications or a related field, or equivalent practical experience, is expected