Infrastructure Network Manager Job at Openkyber, Kansas

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  • Openkyber
  • Kansas

Job Description

Location: Charlotte, NC Salary: $69.00 USD Hourly - $74.00 USD Hourly Description: Job Title Infrastructure Engineer - Contact Center (Genesys / CCaaS) Job Location Charlotte, NC (300 Brevard St or CIC) Irving, TX Hybrid work model: 3 days per week in office (mandatory) Job Type Contract (Contingent Resource) Duration: 18 months (with potential extension or conversion) Number of Openings 1 Job Summary We are seeking a highly experienced Infrastructure Engineer to support and modernize enterprise contact center platforms. This role focuses on Genesys Computer Telephony Integration (CTI) and hybrid on-prem/cloud contact center infrastructure, supporting both legacy systems and a transition to CCaaS (Contact Center as a Service) solutions. The engineer will consult on complex, large-scale infrastructure initiatives, support high-volume production environments, and collaborate with cross-functional partners to ensure reliability, compliance, and operational excellence.

Responsibilities

  • Consult on complex infrastructure engineering initiatives with broad organizational impact
  • Review, analyze, and resolve multifaceted infrastructure challenges, including unprecedented and long-term issues
  • Provide platform and production support for enterprise contact center environments
  • Support Genesys CTI systems and cloud-based contact center platforms (e.g., Five9 CCaaS) during hybrid operations and legacy system sunset
  • Manage and resolve incidents and changes using ServiceNow or similar ITSM tools
  • Maintain and support Linux (majority) and Windows servers used for call routing and contact center workloads
  • Participate in a 24x7 on-call rotation with global handoff coverage
  • Collaborate strategically with internal stakeholders and client personnel to meet operational and compliance requirements
  • Contribute to continuous improvement through automation and operational optimization

Required Qualifications

  • 5+ years of experience in Technology Infrastructure Engineering and Solutions
  • Proven experience with contact center routing platforms
  • Hands-on experience with Genesys Computer Telephony Integration (CTI)
  • Experience supporting production infrastructure in high-availability environments
  • Experience with Linux and Windows systems in enterprise deployments
  • Platform support experience using ServiceNow or a comparable incident/change management system
  • Equivalent experience may be demonstrated through a combination of work, consulting, training, education, or military service

Preferred Qualifications

  • Experience with cloud-based contact center solutions (Genesys Cloud, Five9, Avaya, or similar)
  • Experience supporting OCP-based platforms
  • Experience in large-scale enterprise contact center environments

Work Environment & Operational Details

  • Hybrid schedule: 3 days onsite per week (no designated in-office days)
  • Participation in an on-call rotation (24x7 coverage)
  • 4-week rotation 12-hour global relay with India (8 AM-8 PM)
  • On-call work eligible for overtime billing
  • Weekly incident volume: approximately 100-200 tickets (majority automated; limited hands-on resolution weekly)

Additional Information

  • Backfill position
  • Offers potential for extension or conversion
  • Genesys expertise is considered a niche and mission-critical skillset; prior hands-on experience is required to contribute immediately

Supplier Requirements

  • All resumes must be submitted through Beeline to be considered
  • No direct communication or solicitation with the hiring manager while the position is active
  • By providing your phone number, you consent to: (1) receive automated text messages and calls from OpenKyber and its affiliates to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with OpenKyber's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages and HELP for help.
  • Contact: This job and many more are available through OpenKyber. Please apply with us today!

For applications and inquiries, contact: hirings@openkyber.com

Job Tags

Hourly pay, Contract work, Work at office, Immediate start, 3 days per week

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