Senior Cloud Contact Center Engineer — CRM & IVR

AgileEngine, LLC.; Bogotá; Remote; COP 286,615,000 - 414,000,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation

Exciting projects

Flextime

Job summary

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

You will own end-to-end contact-center configurations, IVR design, and CRM integrations, working closely with stakeholders and vendors. The role requires 4+ years in contact-center engineering, strong English communication, and availability for US Central Time.

Qualifications

• 4+ years of engineering experience in contact-center or telephony solutions.
• Hands-on with at least one cloud contact-center platform (NICE, Amazon Connect, or Genesys Cloud).
• Configuring call routing, queues, IVR, agent skills, and inbound/outbound workflows.
• Build and troubleshoot contact flows using visual designers and scripting.
• Integrate contact-center with CRM using APIs or CTI.
• Troubleshoot with logs and platform diagnostics; coordinate escalations.
• Gather requirements, document solutions, and plan delivery with limited supervision.
• Strong English communication with stakeholders.
• Own production issues and learn new platform with support from architect.
• Available to work US Central Time and on-call as needed.

Responsibilities

• Configure and maintain contact-center capabilities: routing, queues, agent skills, hours, inbound/outbound flows.
• Design IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated calling workflows.
• Deliver Salesforce integration work with Salesforce engineers.
• Provide production support, investigate disruptions, and perform root-cause analysis.
• Gather and clarify requirements, translate to technical solutions, estimate work.
• Test changes, support validation, and manage releases with rollback plans.
• Suggest architecture improvements to boost reliability.
• Help evaluate call deflection and AI-enabled capabilities.
• Maintain call-flow docs and runbooks; share knowledge.

Skills

Contact center experience

Cloud contact center

IVR design

Call routing

CRM integration

CTI integration

Platform scripting

English communication

Production issue ownership

On-call availability

Tools

NICE CXone

Amazon Connect

Genesys Cloud

Salesforce

Job description

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

You will own end-to-end contact-center configurations, IVR design, and CRM integrations, working closely with stakeholders and vendors. The role requires 4+ years in contact-center engineering, strong English communication, and availability for US Central Time.