Job Details

Required Experience
• 7+ years in enterprise contact center telephony

• Hands-on experience with one or more CCaaS platforms (Genesys Cloud CX, Amazon Connect, Avaya, Cisco, Five9)

• Deep understanding of SIP, RTP, codecs, SBCs, jitter buffers, QoS policies

• Expertise in observability tooling (Open Telemetry, Elastic, Splunk, Grafana/Prometheus, equivalent)

• Experience ingesting telemetry via APIs, event streams (Kafka/Kinesis), log frameworks

• Prior success instrumenting multiple BPO vendors simultaneously

• Strong SQL/DAX and metric transformation skills

• Experience correlating network path behavior with agent desktop performance