Mid Level Contact Center Manager Jobs
Mid level contact center manager jobs go to professionals ready to own operational workflows, coach frontline teams, and make staffing and performance decisions with limited oversight. Openings are spread across on-site, hybrid, and remote settings in Technology & Software, Fintech, and Healthcare & Medical Services, with employers like Intuit, Glint Tech Solutions, and MJHS hiring at this level now.
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About the Role
We are seeking an experienced Contact Center Systems Engineer to support a large-scale, global enterprise contact center environment.
This role combines production support and platform engineering, including contact center routing, telephony troubleshooting, Linux-based systems, integrations, and migration from an existing commercial platform to a next-generation platform built on open-source telephony technologies.
Key Responsibilities
- Configure and maintain routing strategies, queues, IVR flows, and agent targeting across voice, chat, email, and task channels
- Troubleshoot production issues across telephony, network, and application layers
- Diagnose voice quality issues including latency, jitter, packet loss, codecs, and media-path problems
- Troubleshoot SIP/VoIP call flows and routing logic
- Support number provisioning, porting, and regional routing
- Analyze existing contact center configurations and map them to a new platform architecture
- Build and validate configurations in Linux environments
- Support platform migration and feature-parity testing
- Integrate systems using REST APIs and webhooks
- Participate in production incident triage and resolution
- Create technical documentation, runbooks, and structured shift handovers
Required Qualifications
- 3+ years of hands-on experience with enterprise Contact Center platforms
- Experience with Genesys, NICE, Five9, Avaya, Cisco, or similar platforms
- Strong knowledge of SIP, RTP, and VoIP
- Experience troubleshooting call flows, routing logic, and media-path issues
- Networking knowledge including TCP/IP, DNS, routing, firewalls, and QoS
- Strong Linux skills including service configuration, log analysis, and command-line troubleshooting
- Scripting/programming experience with Python, JavaScript, or Bash
- Experience with REST APIs, webhooks, Git, and deployment workflows
- Experience supporting and troubleshooting production systems
Preferred Qualifications
- Experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or similar open-source telephony technologies
- Contact center platform migration experience
- Experience with Wireshark, sngrep, sipgrep, or HOMER
- Terraform or Ansible
- Splunk, Grafana, Prometheus, or Datadog
- SQL fundamentals
- Cyara or other automated voice-testing platforms
- Exposure to AI-enabled contact center capabilities such as virtual agents, intent-based routing, or speech analytics
- ITIL / ITSM familiarity
Education
Bachelor's degree in Computer Science, Information Systems, Telecommunications, or a related field, or equivalent practical experience.
About the Role
We are seeking an experienced Contact Center Systems Engineer to support a large-scale, global enterprise contact center environment.
This role combines production support and platform engineering, including contact center routing, telephony troubleshooting, Linux-based systems, integrations, and migration from an existing commercial platform to a next-generation platform built on open-source telephony technologies.
Key Responsibilities
- Configure and maintain routing strategies, queues, IVR flows, and agent targeting across voice, chat, email, and task channels
- Troubleshoot production issues across telephony, network, and application layers
- Diagnose voice quality issues including latency, jitter, packet loss, codecs, and media-path problems
- Troubleshoot SIP/VoIP call flows and routing logic
- Support number provisioning, porting, and regional routing
- Analyze existing contact center configurations and map them to a new platform architecture
- Build and validate configurations in Linux environments
- Support platform migration and feature-parity testing
- Integrate systems using REST APIs and webhooks
- Participate in production incident triage and resolution
- Create technical documentation, runbooks, and structured shift handovers
Required Qualifications
- 3+ years of hands-on experience with enterprise Contact Center platforms
- Experience with Genesys, NICE, Five9, Avaya, Cisco, or similar platforms
- Strong knowledge of SIP, RTP, and VoIP
- Experience troubleshooting call flows, routing logic, and media-path issues
- Networking knowledge including TCP/IP, DNS, routing, firewalls, and QoS
- Strong Linux skills including service configuration, log analysis, and command-line troubleshooting
- Scripting/programming experience with Python, JavaScript, or Bash
- Experience with REST APIs, webhooks, Git, and deployment workflows
- Experience supporting and troubleshooting production systems
Preferred Qualifications
- Experience with FreeSWITCH, Kamailio, OpenSIPS, Asterisk, or similar open-source telephony technologies
- Contact center platform migration experience
- Experience with Wireshark, sngrep, sipgrep, or HOMER
- Terraform or Ansible
- Splunk, Grafana, Prometheus, or Datadog
- SQL fundamentals
- Cyara or other automated voice-testing platforms
- Exposure to AI-enabled contact center capabilities such as virtual agents, intent-based routing, or speech analytics
- ITIL / ITSM familiarity
Education
Bachelor's degree in Computer Science, Information Systems, Telecommunications, or a related field, or equivalent practical experience.
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Who's Hiring
Top Industries Hiring
- Technology & Software
- Fintech
- Healthcare & Medical Services
Mid Level Contact Center Manager Jobs: Frequently Asked Questions
How do I get a mid level contact center manager job?
Position yourself around ownership, not just participation. Highlight projects where you led scheduling, quality monitoring, or escalation handling from start to finish. Emphasize metrics you personally moved, such as handle time, CSAT, or agent attrition. Applications that show you managed outcomes, not just tasks, stand out to hiring managers looking for someone who can run a team with minimal direction.
Which companies hire mid level contact center managers?
Companies hiring mid level contact center managers right now include Intuit, Glint Tech Solutions, and MJHS, based on current listings on Migrate Mate as of November 2026. At this level, hiring tends to come from mid-size to enterprise organizations that run dedicated inbound or outbound contact operations and need managers who can step in and lead without a lengthy ramp-up.
Are there remote mid level contact center manager jobs?
Yes, though availability varies by employer and operation type. About 0% of mid level contact center manager openings are remote or hybrid as of November 2026, reflecting how many contact center environments shifted to distributed models. Fully remote roles tend to favor candidates with demonstrated experience managing virtual teams and familiarity with cloud-based contact platforms.
How do I move up to a mid level contact center manager role?
Moving from an entry-level contact center role into a mid level manager position takes consistent ownership of increasingly complex responsibilities. That means stepping up to lead shifts or projects, taking accountability for team metrics, and developing coaching skills with frontline agents. Building fluency with workforce management tools and documenting measurable improvements in performance or efficiency signals readiness for a formal management role.
Which industries hire the most mid level contact center managers?
Mid Level contact center manager roles concentrate in Technology & Software, Fintech, and Healthcare & Medical Services, based on current listings on Migrate Mate as of November 2026. These sectors rely on high-volume customer interactions that require consistent service standards, which makes experienced managers who can maintain quality across large agent teams a continuous hiring priority.