Mid Level Contact Representative Jobs
Mid level contact representative jobs go to professionals ready to own complex customer interactions end to end, mentor newer representatives, and resolve escalated issues with minimal supervision. Openings cover 0% remote or hybrid settings across 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 Representative 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 Representative Job Market
Who's Hiring
Top Industries Hiring
- Technology & Software
- Fintech
- Healthcare & Medical Services
Mid Level Contact Representative Jobs: Frequently Asked Questions
How do I get a mid level contact representative job?
Position your experience around ownership and outcomes, not just task completion. Highlight cases where you resolved escalated issues independently, trained newer staff, or improved a process. Applications that show measurable impact, such as reduced handle time or improved customer satisfaction scores, stand out at this level. Tailor your resume to reflect the specific communication channels and systems listed in each job posting.
Which companies hire mid level contact representatives?
Companies hiring mid level contact representatives 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 larger organizations that need experienced representatives to handle complex accounts, lead quality reviews, or serve as subject matter experts on a team.
Are there remote mid level contact representative jobs?
Yes, remote and hybrid options are common at this level. About 0% of mid level contact representative openings are remote or hybrid as of November 2026, reflecting strong employer confidence in experienced representatives who can manage their own workflows without on-site supervision. Many roles that require escalation handling or account ownership are especially well-suited to flexible arrangements.
How do I move up to a mid level contact representative role?
Moving from entry level to mid level takes consistent demonstration of deeper skills and broader ownership. Focus on handling increasingly complex inquiries without escalating, learning the systems and policies your team relies on, and volunteering for projects that require judgment. Representatives who document measurable results, such as improved resolution rates or reduced escalation volume, build the kind of record that supports a move into mid level roles.
Which industries hire the most mid level contact representatives?
Mid Level contact representative roles concentrate in Technology & Software, Fintech, and Healthcare & Medical Services, based on current listings on Migrate Mate as of November 2026. These sectors tend to drive hiring at this level because they handle high volumes of ongoing customer relationships, compliance-sensitive communications, or accounts that require experienced judgment rather than scripted responses.