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
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