Senior Contact Center Engineer ID95138

AgileEngine, LLC.; Sorocaba; Hybrid; BRL 604,000 - 806,000; Full time

Benefits offered by this job

Professional growth

USD‑based pay

Exciting projects

Flextime

Job summary

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure, support, and enhance a cloud telephony platform within a healthcare environment.

The role emphasizes hands‑on implementation, production support, and CRM integrations to optimize contact center operations. You will work with a cloud platform (NICE, Amazon Connect, Genesys) to design IVR flows, route calls, and integrate CRM systems, while coordinating with stakeholders across engineering and vendors.

Qualifications

• 4+ years of relevant engineering experience in contact‑center or enterprise telephony
• Hands‑on experience with a cloud contact‑center platform (e.g., NICE, Amazon Connect, Genesys)
• Configuring call routing, queues, IVR flows, agent skills, and inbound/outbound workflows
• Ability to build and troubleshoot contact flows using visual flow designers and scripts
• Experience integrating contact‑center platforms with CRM/ERP via APIs or CTI
• Troubleshoot configuration, call‑flow, and integration issues using logs and platform tools
• Ability to document solutions, estimate effort, and manage delivery tasks with limited supervision
• Strong written and spoken English for stakeholder communication
• Willingness to work U.S. Central Time hours and participate in on‑call rotation

Responsibilities

• Configure and maintain contact‑center capabilities including routing and queues
• Design, build, and troubleshoot IVR flows and self‑service journeys
• Configure outbound dialing and related workflows
• Deliver Salesforce integrations with collaboration from Salesforce engineers
• Provide production support and participate in root cause analysis
• Gather requirements from stakeholders and translate into technical solutions
• Test changes, support business validation, and manage releases with rollback plans
• Propose architectural and configuration improvements for reliability
• Evaluate call deflection and AI‑enabled capabilities as priorities evolve
• Maintain call flow docs, runbooks, and share knowledge with the team
• Follow security and change management practices to protect PHI data

Skills

4+ years experience

Cloud contact-center platform

Call routing & IVR

CRM integration

Scripting & automation

Production support

English communication

On-call readiness

Job description

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.