Senior Contact Center Engineer ID95138

AgileEngine, LLC.; Salvador; Remote; BRL 604.000 - 806.000; Vollzeit

Benefits dieser Stelle

Professional growth

Competitive USD-based pay

Exciting projects

Flextime

Zusammenfassung

AgileEngine, LLC. 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 design IVR flows, configure call routing and outbound workflows, and deliver Salesforce integrations. Strong English, 4+ years in contact-center tech, and on-call availability are required. Remote/onsite options available.

Qualifikationen

• 4+ years of relevant engineering experience in contact-center or telephony
• Experience with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud, etc.)
• Experience configuring call routing, queues, IVR flows, and inbound/outbound workflows
• Ability to build and troubleshoot contact flows using visual flow designer and scripting
• Experience integrating contact-center platforms with CRM or enterprise apps using APIs/CTI
• Strong written and spoken English with stakeholders and vendors
• Availability to work US Central Time hours and handle off-hours on-call

Aufgaben

• Configure and maintain contact-center capabilities: call routing, queues, agent skills, and business hours
• Design, build, and troubleshoot IVR flows, prompts, transfers, and self-service journeys
• Configure outbound dialers and automated calling workflows
• Deliver Salesforce integrations with connectivity and data exchange
• Provide production support, investigate disruptions, coordinate vendor escalations
• Gather requirements from stakeholders and translate into technical solutions
• Estimate and plan implementation work with timelines
• Test configuration and integration changes; support validation and releases
• Recommend architecture and configuration improvements for reliability
• Evaluate call deflection, self-service, and AI-enabled capabilities
• Maintain call-flow docs, runbooks, and share knowledge with team
• Follow security and change-management practices for PHI protection

Kenntnisse

Cloud contact-center

Call routing

IVR design

CRM integration

API/CTI

English communication

Requirement gathering

Delivery management

On-call readiness

Tools

NICE CXone

inContact

Salesforce

Studio scripting

CTI integration

Jobbeschreibung

AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.

WHY JOIN US

If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!

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.

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 AND BENEFITS

• Professional growth: Mentorship, TechTalks, and personalized growth roadmaps.
• Competitive compensation: USD‑based pay with education, fitness, and team activity budgets.
• Exciting projects: Modern solutions with Fortune 500 and top product companies.
• Flextime: Flexible schedule with remote and office options.