Senior Cloud Contact Center Engineer Remote & Flexible

AgileEngine, LLC.

Córdoba

Hybrid

ARS 136,254,000 - 181,672,000

Full time

10 days ago

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Benefits offered by this job

Professional growth

USD-based pay

Exciting projects

Flextime

Job summary

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment. The role requires 4+ years of relevant engineering experience and strong English communication.

You will configure call routing, IVR flows, and agent skills, while integrating with CRM systems via APIs. This position offers flextime with remote and office options and requires availability for US Central Time hours.

Qualifications

4+ years of engineering experience with contact-center or enterprise telephony.
Hands-on with a cloud contact-center platform (NICE, Amazon Connect, Genesys, etc.).
Experience configuring call routing, IVR, queues, skills, and inbound/outbound flows.
Ability to integrate contact-center with CRM/enterprise apps via APIs/CTI.
Troubleshoot configuration, call-flow and integration issues using logs.
Gather requirements, document solutions, and estimate effort with limited supervision.
Strong written and spoken English for stakeholders and engineers.
Own production issues and learn new contact-center platforms with guidance.
Availability to work US Central Time and handle on-call expectations.

Responsibilities

Configure and maintain contact-center capabilities including routing, queues, skills, and flows.
Design, build, and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
Configure outbound dialers and automated calling workflows per business rules.
Deliver Salesforce integrations, collaborating with Salesforce engineers on connectivity and data.
Provide production support, investigate disruptions, and coordinate with vendors.
Gather requirements from stakeholders and translate to technical solutions.
Test changes, validate with business users, and manage releases with rollback plans.
Maintain call-flow documentation and runbooks; share knowledge with the team.
Follow security and change-management practices protecting PHI data.