Senior Cloud Contact Center Engineer IVR & CRM Integrations

AgileEngine, LLC.; Buenos Aires; Hybrid; ARS 181,672,000 - 272,508,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation

Exciting projects

Flextime

Job summary

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure, support, and enhance a cloud telephony platform and its CRM integrations in a healthcare environment. You will work on call routing, IVR design, and ensure seamless agent experiences.

The role requires 4+ years in engineering, strong English, and hands-on experience with cloud contact-center platforms; US Central Time availability is expected. Flexible remote/office options are offered as part of flextime.

Qualifications

• 4+ years of relevant engineering experience.
• Experience with cloud contact-center platforms (NICE, Amazon Connect, Genesys Cloud, or similar).
• Configuring call routing, queues, IVR, agent skills, and inbound/outbound workflows.
• Build and troubleshoot contact flows using visual designers and scripting.
• Integrate contact-center platforms with CRM/enterprise apps via APIs/CTI.
• Troubleshoot using logs and platform diagnostics; coordinate escalations.
• Gather requirements, document solutions, estimate effort, and manage timelines.
• Strong written and spoken English.
• Available to work US Central Time hours.

Responsibilities

• Configure and maintain contact-center capabilities: routing, queues, agent skills, and call flows.
• Design, build, and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated calling workflows.
• Deliver Salesforce integrations, collaborating with Salesforce engineers on connectivity and data.
• Provide production support, investigate disruptions, and coordinate with vendors.
• Gather requirements, translate to technical solutions, and estimate work.
• Test changes, support validation, and manage rollouts with recovery procedures.
• Suggest architecture improvements for reliability and maintenance.
• Help implement call deflection, self-service, and AI-enabled capabilities.

Skills

Cloud contact-center platforms

Call routing & IVR

API/CTI integration

Production support

English communication

Requirements gathering

Scripting & automation

Tools

Salesforce integrations

SIP/VoIP basics

Platform scripting

Job description

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure, support, and enhance a cloud telephony platform and its CRM integrations in a healthcare environment. You will work on call routing, IVR design, and ensure seamless agent experiences.

The role requires 4+ years in engineering, strong English, and hands-on experience with cloud contact-center platforms; US Central Time availability is expected. Flexible remote/office options are offered as part of flextime.