Senior Cloud Contact Center Engineer - Remote & Growth

AgileEngine, LLC.; Ciudad de Mendoza; 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. Mendoza-based team seeks a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment.

You will own end-to-end contact-center configurations, IVR flows, outbound/inbound workflows, and Salesforce integrations, coordinating with vendors and the architect to ensure reliability and timely delivery. You will work with business stakeholders, document solutions, estimate effort, and implement

Qualifications

• 4+ years of relevant engineering experience, including hands-on implementation and production support of contact-center or enterprise telephony solutions.
• Strong practical experience with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud or comparable).
• Experience configuring call routing, queues, IVR flows, agent skills or routing profiles, and inbound/outbound workflows.
• Ability to build and troubleshoot contact flows using a visual flow designer and scripting/automation tools.
• Experience integrating contact-center platforms with CRM or enterprise applications using APIs, connectors, or CTI.
• Troubleshoot configuration, call-flow, and integration issues using logs and platform diagnostics; coordinate escalations.
• Gather requirements, document solutions, estimate effort, and manage delivery tasks with limited supervision.
• Strong written and spoken English.

Responsibilities

• Configure and maintain contact-center capabilities: call routing, queues, agent skills, business hours, and inbound/outbound flows.
• Design, build, and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated calling workflows per business requirements.
• Deliver the contact-center side of Salesforce integrations with connectivity and data handling in collaboration with Salesforce engineers.
• Provide production support, investigate service disruptions, coordinate with vendors, and contribute to root-cause analysis.
• Gather and clarify requirements with stakeholders, translate into technical solutions, and estimate/plan implementations.
• Test configuration and integration changes; support business validation and release with recovery/rollback procedures.
• Recommend architecture/configuration improvements to improve reliability and maintenance.

Skills

4+ years engineering experience

Cloud contact-center platform

Call routing/IVR/agent skills

Workflow design & automation

CRM/enterprise integration via APIs/CT

Troubleshooting logs & escalations

Requirements gathering & delivery

Written and spoken English

Production issue ownership & learning

US Central Time on-call readiness

Job description

AgileEngine, LLC. Mendoza-based team seeks a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment.

You will own end-to-end contact-center configurations, IVR flows, outbound/inbound workflows, and Salesforce integrations, coordinating with vendors and the architect to ensure reliability and timely delivery. You will work with business stakeholders, document solutions, estimate effort, and implement