Mid Level Contact Center Operations Manager Jobs
Mid level contact center operations manager jobs go to professionals ready to own workflows end to end, mentor frontline team leads, and drive operational 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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Showing 5 of 7+ Mid Level Contact Center Operations Manager jobs
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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Find JobsMid Level Contact Center Operations Manager Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software
- Fintech
- Healthcare & Medical Services
Mid Level Contact Center Operations Manager Jobs: Frequently Asked Questions
How do I get a mid level contact center operations manager job?
Position yourself as someone who has moved beyond following processes to building and improving them. Highlight experience owning a contact center metric, leading a team through a change initiative, or reducing handle time or attrition through a specific decision you made. Applications that show measurable operational impact, not just tenure, convert best at this level.
Which companies hire mid level contact center operations managers?
Companies hiring mid level contact center operations 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 sizable customer service operations and need managers who can own a shift, a site, or a channel with real accountability.
Are there remote mid level contact center operations manager jobs?
Yes, though the mix varies by employer and function. About 0% of mid level contact center operations manager openings are remote or hybrid as of November 2026, with fully remote roles more common in companies that run distributed or virtual contact center models. On-site roles remain prevalent where leaders are expected to manage floor presence and real-time agent support directly.
How do I move up to a mid level contact center operations manager role?
The path runs through deepening ownership over time. Early-career work in queue management, scheduling, or team lead roles builds the foundation, but progression requires taking on projects with measurable outcomes, like improving first-call resolution or reducing escalation rates. Demonstrating that you can diagnose a problem, implement a fix, and report results is what distinguishes mid level candidates from those still learning the fundamentals.
Which industries hire the most mid level contact center operations managers?
Mid Level contact center operations manager roles concentrate in Technology & Software, Fintech, and Healthcare & Medical Services, based on current listings on Migrate Mate as of November 2026. These sectors run high-volume customer interactions that require consistent operational oversight, making experienced managers who can hold quality and efficiency standards across shifting conditions a consistent hiring priority.