Infrastructure Engineer

Location: Charlotte, NCSalary: $69.00 USD Hourly - $74.00 USD HourlyDescription: Job TitleInfrastructure Engineer - Contact Center (Genesys / CCaaS)Job LocationCharlotte, NC (300 Brevard St or CIC)Irving, TXHybrid work model: 3 days per week in office (mandatory)Job TypeContract (Contingent Resource)Duration: 18 months (with potential extension or conversion)Number of Openings1Job SummaryWe 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.ResponsibilitiesConsult on complex infrastructure engineering initiatives with broad organizational impactReview, analyze, and resolve multifaceted infrastructure challenges, including unprecedented and long-term issuesProvide platform and production support for enterprise contact center environmentsSupport Genesys CTI systems and cloud-based contact center platforms (e.g., Five9 CCaaS) during hybrid operations and legacy system sunsetManage and resolve incidents and changes using ServiceNow or similar ITSM toolsMaintain and support Linux (majority) and Windows servers used for call routing and contact center workloadsParticipate in a 24x7 on-call rotation with global handoff coverageCollaborate strategically with internal stakeholders and client personnel to meet operational and compliance requirementsContribute to continuous improvement through automation and operational optimizationRequired Qualifications5+ years of experience in Technology Infrastructure Engineering and SolutionsProven experience with contact center routing platformsHands-on experience with Genesys Computer Telephony Integration (CTI)Experience supporting production infrastructure in high-availability environmentsExperience with Linux and Windows systems in enterprise deploymentsPlatform support experience using ServiceNow or a comparable incident/change management systemEquivalent experience may be demonstrated through a combination of work, consulting, training, education, or military servicePreferred QualificationsExperience with cloud-based contact center solutions (Genesys Cloud, Five9, Avaya, or similar)Experience supporting OCP-based platformsExperience in large-scale enterprise contact center environmentsWork Environment & Operational DetailsHybrid schedule: 3 days onsite per week (no designated in-office days)Participation in an on-call rotation (24x7 coverage)4-week rotation12-hour global relay with India (8 AM-8 PM)On-call work eligible for overtime billingWeekly incident volume: approximately 100-200 tickets (majority automated; limited hands-on resolution weekly)Additional InformationBackfill positionOffers potential for extension or conversionGenesys expertise is considered a niche and mission-critical skillset; prior hands-on experience is required to contribute immediatelySupplier RequirementsAll resumes must be submitted through Beeline to be consideredNo direct communication or solicitation with the hiring manager while the position is activeBy providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") 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 Judge'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 from Judge and HELP for help.Contact:This job and many more are available through The Judge Group. Please apply with us today!