Contact Center Systems Engineer - FreeSWITCH, SIP debugging tooling

Stakeholder and operational support
Act as a technical point of contact for Client support stakeholders — primarily operational leads, team leads, helpdesk leadership, and training staff — in any region, for requests arising during the coverage window
Coordinate with Client cross-functional channel teams across voice, chat, task, and email, whose members may be located in any region regardless of meeting time zone
Attend recurring and ad hoc meetings scheduled within Pacific business hours, recognizing that other participants may be joining from outside AMR
Gather workflow and usability feedback from operational leads and submit improvement recommendations for Client prioritization
Provide technical input, constraints, and requirements into Client-led design and architecture discussions
Support onsite technical needs at the Elk Grove site where physical presence or site-specific knowledge is required
Platform configuration and maintenance — incumbent platform
Configure and maintain routing strategies, queues, IVR flows, and agent targeting across supported channels, per approved change requests
Troubleshoot issues spanning voice, network, and application layers
Diagnose and remediate voice quality issues including latency, jitter, packet loss, and codec faults
Support number provisioning, porting, and regional routing configuration in coordination with Client-managed carrier relationships
Resolve assigned incidents and defects within the Client's ticketing and defect-tracking systems
Successor platform implementation support
Provide configuration and implementation support for a next-generation platform based on open-source telephony components (e.g. FreeSWITCH, Kamailio) integrated with Client-developed services
Analyze existing routing logic and produce mapping documentation for the target architecture
Build and validate configurations in Linux-based environments
Execute feature-parity testing between platforms and report results ahead of approved cutover
Author runbooks and configuration documentation for Client retention
Incident response — global
Serve as first-line technical responder for platform incidents arising during the scheduled shift, in any region the platform serves
Respond to in-shift questions and escalations from operational leads in any region, including regions whose local business hours fall outside the coverage window
Triage, diagnose, and where within scope resolve incidents; otherwise escalate per §4
Accept handover of in-flight incidents at start of shift and hand over open incidents at end of shift
Record timeline, actions, and root-cause findings in the Client's incident system
Contribute to post-incident reviews and implement approved preventative controls
Automation and quality
Review automation code and test coverage in coordination with the Client's automation engineer
Identify recurring manual operational tasks and propose automation candidates
Execute QA testing for features, upgrades, and integrations ahead of production release
Requirements and release support
Serve as technical liaison between Client support organizations and Client development teams for assigned tools
Translate stated business needs into documented technical requirements for Client review
Support UAT execution and cutover readiness verification