Senior Cloud Contact Center Engineer | IVR & CRM

AgileEngine, LLC.; Mar del Plata; Hybrid; ARS 136,254,000 - 227,090,000; Full time

Benefits offered by this job

Professional growth

Competitive USD-based pay

Exciting projects

Flextime

Job summary

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure and optimize a cloud telephony platform and its CRM integrations in a healthcare environment. You’ll own call routing, IVR design, and integration work with CRM tools, delivering reliable, scalable contact-center solutions.

The role requires 4+ years in engineering, strong English communication, and availability for US Central Time hours. Flexible remote/office options are offered.

Qualifications

• 4+ years of relevant engineering experience.
• Experience with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud).
• Configuring call routing, queues, IVR, agent skills, and workflows.
• Ability to build contact flows with visual designers and scripting.
• Experience integrating contact-center with CRM via APIs/CTI.
• Ability to troubleshoot using logs and diagnostics.
• Strong English communication with stakeholders.
• Willingness to work US Central Time hours.

Responsibilities

• Configure and maintain contact-center capabilities, including call routing, queues, agent skills, business hours, and inbound/outbound call flows.
• Design, build, and troubleshoot IVR flows, prompts, transfers, and customer self-service journeys.
• Configure outbound dialers and automated calling workflows according to business requirements.
• Deliver the Salesforce integrations, collaborating with Salesforce engineers on connectivity and data.
• Provide production support, investigate service disruptions, and coordinate with vendors.

Skills

4+ yrs exp

Cloud CC platform

NICE/Amazon Connect

Call routing/IVR

APIs/CTI

English pro

On-call ready

Tools

Salesforce

Studio scripting

CTI integration

Job description

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure and optimize a cloud telephony platform and its CRM integrations in a healthcare environment. You’ll own call routing, IVR design, and integration work with CRM tools, delivering reliable, scalable contact-center solutions.

The role requires 4+ years in engineering, strong English communication, and availability for US Central Time hours. Flexible remote/office options are offered.