Contact Center Systems Engineer

Job Title: Contact Center Systems Engineer

Client: Cognizant / Apple
Location: Elk Grove, CA
Work Mode: Onsite
Job Type: Contract
Shift: Scheduled Pacific Time (PT) shift
Visa: USC / GC / H1B

Role Overview

We are seeking an experiencedContact Center Systems Engineer to provide operational engineering support for an enterprise contact center platform supporting global helpdesk and employee support organizations.

The engineer will support the existing commercial contact center platform while also contributing to the implementation and migration of a successor platform built using open-source telephony components.

The role involves supporting contact center routing, queues, IVR flows, agent targeting, voice, chat, task and email channels, as well as troubleshooting issues across voice, network and application layers.

Key Responsibilities

• Configure, maintain, and troubleshoot enterprise contact center platforms.
• Support routing strategies, queues, IVR flows, agent targeting, and contact center workflows.
• Troubleshoot voice, network, application, and media-path issues.
• Diagnose voice-quality issues including:
• Latency
• Jitter
• Packet loss
• Codec-related issues
• Support telephone number provisioning, porting, and regional routing.
• Investigate and resolve production incidents, defects, and service requests.
• Analyze existing contact center routing logic and map it to the target architecture.
• Build and validate contact center configurations in Linux environments.
• Perform feature-parity testing prior to platform cutover.
• Develop technical runbooks, operational procedures, and documentation.
• Monitor and troubleshoot production systems during assigned Pacific Time shifts.
• Coordinate incident handoffs with engineering teams across different regions and time zones.
• Work with operational leads and cross-functional teams to resolve issues.
• Escalate issues to Client engineering/on-call resources when they exceed the role's scope.
• Work under Client technical direction and follow Client-defined priorities and processes.

Required Skills & Experience

• 3+ years of hands-on experience with an enterprise contact center platform, such as:
• Genesys
• NICE
• Five9
• Avaya
• Cisco
• 2–5 years of experience with Telephony Applications
• 2–5 years of experience with Voice / VoIP / SIP
• Strong understanding of:
• SIP
• RTP
• VoIP fundamentals
• Call flows
• Routing logic
• Media paths
• Strong networking fundamentals, including:
• TCP/IP
• DNS
• Routing
• Firewalls
• QoS
• 1+ year of Linux experience, including service configuration, log analysis, and command-line troubleshooting.
• 1+ year of REST API experience and system integrations.
• Experience working with APIs and webhooks.
• 1+ year of Splunk experience for log analysis and troubleshooting.
• 1+ year of ITSM / IT Service Management experience.
• Strong communication and stakeholder-management skills.
• Ability to triage and resolve production issues under time pressure.
• Ability to work with incomplete requirements and make documented progress.
• Strong collaboration skills across multiple regions and time zones.
• Ability to perform structured shift handovers and communicate technical issues clearly.
• Strong judgment regarding incident escalation and prioritization.