Senior Contact Center Engineer | Remote & Growth-Driven

AgileEngine; Municipio de Rincón de los Sauces; Remote; ARS 184,482,000 - 276,723,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation

Exciting projects

Flextime

Job summary

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. You will design IVR flows, optimize call routing, and ensure reliable integration with CRM systems while coordinating with vendors and an on-call schedule.

Ideal candidates bring 4+ years of relevant experience, hands-on cloud contact-center expertise, and strong English communication.

Qualifications

• 4+ years of relevant engineering experience in contact-center or telephony.
• Hands-on with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud).
• Experience configuring call routing, queues, IVR, and inbound/outbound workflows.
• Ability to build and troubleshoot contact flows using visual designers and scripting.
• Experience integrating contact-center platforms with CRM/enterprise apps via APIs or CTI.
• Ability to troubleshoot using logs and platform diagnostics; coordinate escalations.
• Ability to gather requirements, document solutions, estimate effort, and manage timelines.
• Strong written and spoken English.
• Availability to work US Central Time and participate in after-hours support as needed.

Responsibilities

• Configure and maintain contact-center capabilities: routing, queues, skills, business hours, flows.
• Design and troubleshoot IVR flows and self-service journeys.
• Configure outbound dialers and automated calling workflows.
• Deliver Salesforce integrations with Salesforce engineers on connectivity and data.
• Provide production support and root-cause analysis.
• Gather requirements and translate to technical solutions; plan implementation.
• Test changes and release with rollback procedures.
• Propose architecture improvements for reliability and maintenance.
• Help evaluate call deflection and AI-enabled capabilities.
• Maintain call-flow docs and runbooks; share knowledge with team.
• Follow security and change-management practices protecting PHI.

Skills

4+ years experience

Cloud contact-center platforms

Call routing configuration

CRM integrations APIs

Troubleshooting

Requirements gathering

English proficiency

On-call availability

Job description

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. You will design IVR flows, optimize call routing, and ensure reliable integration with CRM systems while coordinating with vendors and an on-call schedule.

Ideal candidates bring 4+ years of relevant experience, hands-on cloud contact-center expertise, and strong English communication.