Senior Contact Center Engineer — Remote & Growth

AgileEngine, LLC.; Argentina; Híbrido; ARS 138.361.000 - 199.855.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional growth

Competitive USD pay

Exciting projects

Flextime

Descripción de la vacante

AgileEngine is seeking a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment.

Role requires 4+ years in engineering, expertise with cloud contact-center platforms, and strong English communication. You will design IVR flows, integrate with CRM systems, and provide production support while coordinating with vendors and the existing architect. Remote/hybrid options available.

Formación

• 4+ years of relevant engineering experience in contact-center or enterprise telephony.
• Hands-on experience with cloud contact-center platforms (NICE CXone, Amazon Connect, Genesys Cloud, or equivalent).
• Experience configuring call routing, queues, IVR flows, agent skills, and inbound/outbound workflows.
• Ability to build and troubleshoot contact flows using visual designers and scripting/automation tools.
• Experience integrating contact-center platforms with CRM/enterprise apps via APIs or CTI.
• Troubleshoot configuration and integration issues using logs and platform diagnostics; coordinate escalations.
• Ability to gather requirements, document solutions, estimate effort, and manage delivery with limited supervision.
• Strong written and spoken English communication for stakeholders, engineers, and vendors.
• Ownership of production issues and learning new platforms with support from the architect.
• Willingness to work US Central Time business hours and handle after-hours support as needed.

Responsabilidades

• Configure and maintain contact-center capabilities including routing, queues, and agent skills.
• Design and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and calling workflows per business requirements.
• Deliver Salesforce integrations; collaborate with Salesforce engineers on connectivity and data flows.
• Provide production support and root-cause analysis for disruptions.
• Gather requirements, translate to technical solutions, and plan implementation work.
• Test changes, support business validation, and manage releases with recovery procedures.
• Suggest architecture improvements for reliability and maintenance.
• Evaluate call deflection and AI-enabled capabilities as priorities evolve.
• Maintain call-flow docs, configurations, and runbooks; share knowledge with the team.
• Follow security and change-management practices to protect PHI.

Conocimientos

4+ years experience

cloud contact-center

IVR flows

CRM integration

logs troubleshooting

requirements gathering

English proficiency

on-call readiness

production issues ownership

Herramientas

NICE CXone

Amazon Connect

Genesys Cloud

Salesforce integration

Descripción del empleo

AgileEngine is seeking a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment.

Role requires 4+ years in engineering, expertise with cloud contact-center platforms, and strong English communication. You will design IVR flows, integrate with CRM systems, and provide production support while coordinating with vendors and the existing architect. Remote/hybrid options available.