Requirements
Administer, configure, and provide L2/L3 support for Bright Pattern & Genesys engage Contact Center. Build and maintain call flows using Bright Pattern Scenario Builder. Manage RHEL Linux servers, permissions, services, networking, and platform health. Support voice/SIP infrastructure, including SIP trunking, VoIP routing, and Cisco CUBE. Administer and query MariaDB and MongoDB databases. Create and maintain BI dashboards using Apache Superset. Develop and troubleshoot REST API integrations, webhooks, JSON payloads, and authentication methods. Monitor performance, backups, data integrity, and system availability. Troubleshoot complex issues across voice, application, database, and API layers. Must have Bright Pattern Contact Center administration and development, RedHat Enterprise Linux administration, MariaDB administration and replication, REST API integration, JSON, and webhooks, strong understanding of contact center and telephony concepts.
Description
We are seeking a Contact Center Solutions Engineer to own platform administration, develop flows, manage Linux/SIP/database environments, build API integrations, and support L2/L3 operations.Key ResponsibilitiesAdminister, configure, and provide L2/L3 support for Bright Pattern & Genesys engage Contact Center.Build and maintain call flows using Bright Pattern Scenario Builder.Manage RHEL Linux servers, permissions, services, networking, and platform health.Support voice/SIP infrastructure, including SIP trunking, VoIP routing, and Cisco CUBE.Administer and query MariaDB and MongoDB databases.Create and maintain BI dashboards using Apache Superset.Develop and troubleshoot REST API integrations, webhooks, JSON payloads, and authentication methods.Monitor performance, backups, data integrity, and system availability.Troubleshoot complex issues across voice, application, database, and API layers.Must-Have SkillsBright Pattern Contact Center administration and developmentRedHat Enterprise Linux administrationMariaDB administration and replicationREST API integration, JSON, and webhooksStrong understanding of contact center and telephony concepts: ACD, IVR,QM, routing, queues, voice, chat, email, WhatsAppGood-to-Have SkillsSIP telephony, WebRTC and voice architectureGenesys PureEngage platform administrationNginx configurationMongoDB administrationScripting skills (Bash, Python) for automationApache Superset / BI reportingRedis, Grafana, InfluxDB, TelegrafConversational AI, RAG, or virtual agent experienceSoft SkillsStrong troubleshooting and problem-solving skillsAbility to translate business needs into technical configurationsClear communication with technical and non-technical stakeholders