Senior Contact Center Engineer

AgileEngine, LLC.; Brasil; Remote; BRL 60,000 - 120,000; Full time

Benefits offered by this job

Growth without limits

Competitive compensation

Flexibility: 100% remote

Meaningful, modern projects

Collaborative culture

Well-being & support

Job summary

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

You will design IVR flows, manage call routing, and ensure CRM integrations perform reliably, while aligning with US Central Time business hours.

This remote role offers flexible hours and opportunities to work with global teams, with an emphasis on secure handling of PHI and strong English communication.

Qualifications

• 4+ years of engineering experience in contact-center or enterprise telephony.
• Hands-on with a cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud).
• Configuring call routing, queues, IVR flows, and agent skills.
• Experience integrating contact-center with CRM/enterprise apps via APIs/CTI.

Responsibilities

• Configure and maintain contact-center capabilities including routing and queues.
• Design and troubleshoot IVR flows and self-service journeys.
• Configure outbound dialers and automated calling workflows.
• Deliver Salesforce integrations, focusing on connectivity and agent experience.
• Provide production support and coordinate with platform vendors.
• Gather requirements and translate them into technical solutions.
• Test changes and support validation and releases with rollback procedures.
• Maintain call-flow docs and runbooks, share knowledge with the team.

Skills

4+ years experience

Cloud contact-center

Call routing

IVR configuration

CRM integration

API/CTI

Troubleshooting

Requirements gathering

English proficiency

US Central Time availability

Tools

Salesforce

Job description

About the role

We are looking for a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment.

The mandatory requirements are 4+ years of engineering experience, cloud contact-center platform experience, call routing and IVR configuration, CRM or enterprise application integration, availability in US Central Time, and strong English communication skills.

Must haves

• 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, such as NICE, Amazon Connect, Genesys Cloud, or a comparable solution.
• Experience configuring call routing, queues, IVR flows, agent skills or routing profiles, and inbound and outbound workflows.
• Ability to build and troubleshoot contact flows using a visual flow designer and platform scripting or automation tools.
• Experience integrating contact-center platforms with CRM or enterprise applications using APIs, connectors, or computer telephony integration (CTI).
• Ability to troubleshoot configuration, call-flow, and integration issues using logs and platform diagnostics, and coordinate escalations when needed.
• Ability to gather requirements, document solutions, estimate effort, and manage delivery tasks and timelines with limited supervision.
• Strong written and spoken English, with clear communication to business stakeholders, engineers, and vendors.
• Ownership of production issues and the ability to learn a new contact-center platform and become productive with support from the existing architect.
• Availability to work U.S. Central Time business hours and assist with critical incidents outside normal hours when needed. Any formal on-call rotation and coverage expectations will be agreed before onboarding.

Nice to haves

• Direct experience with NICE CXone or inContact, including Studio scripting, platform administration, or outbound dialing.
• Experience integrating NICE or Amazon Connect with Salesforce, including agent desktop integration, screen pops, click-to-dial, or interaction logging.
• Experience with conversational AI, virtual agents, speech-enabled IVR, or automation of customer self-service.
• Familiarity with telephony and networking fundamentals such as SIP, VoIP, and call-quality troubleshooting.
• Experience in healthcare or another regulated environment, including secure handling of protected health information (PHI).

What you will do

• Configure and maintain contact-center capabilities, including call routing, queues, agent skills, business hours, and inbound and outbound call flows.
• Design, build, and troubleshoot interactive voice response (IVR) flows, prompts, transfers, and customer self-service journeys.
• Configure outbound dialers and automated calling workflows according to business requirements and applicable policies.
• Deliver the contact-center side of Salesforce integrations, collaborating with Salesforce engineers on connectivity, interaction data, and the agent experience.
• Provide production support, investigate service disruptions, coordinate with platform vendors, and contribute to root‑cause analysis and preventive improvements.
• Gather and clarify requirements with business stakeholders, translate them into technical solutions, and estimate and plan implementation work.
• Test configuration and integration changes, support business validation, and release changes with appropriate recovery and rollback procedures.
• Recommend architecture and configuration improvements that strengthen reliability and simplify platform maintenance.
• Help evaluate and implement call deflection, self-service, and AI-enabled capabilities as business priorities evolve.
• Maintain call-flow documentation, configuration records, and support runbooks; share knowledge with the existing engineer and the broader team.
• Follow client security and change-management practices, protecting sensitive customer and patient information.

Perks

• Growth without limits: build your skills through mentorship, internal TechTalks, challenging projects, and a dedicated annual learning budget
• Competitive compensation: get recognition that reflects your skills and impact, with regular performance and compensation reviews
• Flexibility: work 100% remotely with flexible hours that support focus, autonomy, and a healthy work rhythm
• Meaningful, modern projects: build impactful products using modern technologies alongside global teams and leading brands
• Collaborative culture: join a supportive environment with zero micromanagement where ideas are welcomed and contributions are recognized
• Well‑being & support: access local well‑being programs and people‑focused support tailored to your location