客服中心系统工程师
Contact Center Systems Engineer
职位描述
我们正在寻找一名经验丰富的客服中心系统工程师，以支持大规模、全球化的企业客服中心环境。
该职位结合生产支持和平台工程，包括客服中心路由、电话故障排除、基于Linux的系统、集成以及从现有商业平台迁移到基于开源电话技术的新一代平台。
主要职责
- 在语音、聊天、电子邮件和任务渠道上配置和维护路由策略、队列、IVR流程和坐席定向
- 排查电话、网络和应用层的生产问题
- 诊断语音质量问题，包括延迟、抖动、丢包、编解码器和媒体路径问题
- 排查SIP/VoIP呼叫流程和路由逻辑
- 支持号码分配、转网和区域路由
- 分析现有的客服中心配置，并将其映射到新的平台架构
- 在Linux环境中构建和验证配置
- 支持平台迁移和功能对等测试
- 使用REST API和webhook集成系统
- 参与生产事件的分类和解决
- 创建技术文档、操作手册和结构化的交接流程
所需资格
- 3年以上企业客服中心平台的实际工作经验
- 具有Genesys、NICE、Five9、Avaya、Cisco或类似平台的经验
- 精通SIP、RTP和VoIP
- 具有排查呼叫流程、路由逻辑和媒体路径问题的经验
- 熟悉TCP/IP、DNS、路由、防火墙和QoS等网络知识
- 精通Linux，包括服务配置、日志分析和命令行故障排查
- 具有Python、JavaScript或Bash脚本编程经验
- 具有REST API、webhook、Git和部署流程的经验
- 具有支持和排查生产系统的经验
优先考虑的资格
- 具有FreeSWITCH、Kamailio、OpenSIPS、Asterisk或类似开源电话技术的经验
- 具有客服中心平台迁移经验
- 具有Wireshark、sngrep、sipgrep或HOMER的经验
- Terraform或Ansible
- Splunk、Grafana、Prometheus或Datadog
- SQL基础
- Cyara或其他自动化语音测试平台
- 接触过AI驱动的客服中心功能，如虚拟代理、基于意图的路由或语音分析
- 熟悉ITIL/ITSM
查看英文原文
About the Role
We are seeking an experienced Contact Center Systems Engineer to support a large-scale, global enterprise contact center environment.
This role combines production support and platform engineering, including contact center routing, telephony troubleshooting, Linux-based systems, integrations, and migration from an existing commercial platform to a next-generation platform built on open-source telephony technologies.
Key Responsibilities
- Configure and maintain routing strategies, queues, IVR flows, and agent targeting across voice, chat, email, and task channels
- Troubleshoot production issues across telephony, network, and application layers
- Diagnose voice quality issues including latency, jitter, packet loss, codecs, and media-path problems
- Troubleshoot SIP/VoIP call flows and routing logic
- Support number provisioning, porting, and regional routing
- Analyze existing contact center configurations and map them to a new platform architecture
- Build and validate configurations in Linux environments
- Support platform migration and feature-parity testing
- Integrate systems using REST APIs and webhooks
- Participate in production incident triage and resolution
- Create technical documentation, runbooks, and structured shift handovers
Required Qualifications
- 3+ years of hands-on experience with enterprise Contact Center platforms
- Experience with Genesys, NICE, Five9, Avaya, Cisco, or similar platforms
- Strong knowledge of SIP, RTP, and VoIP
- Experience troubleshooting call flows, routing logic, and media-path issues
- Networking knowledge including TCP/IP, DNS, routing, firewalls, and QoS
- Strong Linux skills including service configuration, log analysis, and command-line troubleshooting
- Scripting/programming experience with Python, JavaScript, or Bash
- Experience with REST APIs, webhooks, Git, and deployment workflows
- Experience supporting and troubleshooting production systems
Preferred Qualifications
- Experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or similar open-source telephony technologies
- Contact center platform migration experience
- Experience with Wireshark, sngrep, sipgrep, or HOMER
- Terraform or Ansible
- Splunk, Grafana, Prometheus, or Datadog
- SQL fundamentals
- Cyara or other automated voice-testing platforms
- Exposure to AI-enabled contact center capabilities such as virtual agents, intent-based routing, or speech analytics
- ITIL / ITSM familiarity
Education
Bachelor's degree in Computer Science, Information Systems, Telecommunications, or a related field, or equivalent practical experience.
Originally posted on Himalayas