Senior Cloud Contact Center Engineer | Flexible Hours & Growth

AgileEngine, LLC.; Perímetro Urbano Barranquilla; Remote; COP 382,153,000 - 509,538,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation: USD-based

Exciting projects with Fortune 500

Flextime: remote and office options

Job summary

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment. The role requires 4+ years of experience with contact-center or enterprise telephony systems.

You will work on configuring call routing, IVR flows, and agent skills, and coordinate with CRM integrations while ensuring uptime and performance. This position requires US Central Time hours and on-call readiness.

Qualifications

• 4+ years of engineering experience with production support of contact-center or enterprise telephony solutions.
• Experience with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud) or equivalent.
• Experience configuring call routing, queues, IVR, agent skills, and inbound/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 CTI.
• Ability to troubleshoot configuration, call-flow, and integration issues using logs and platform diagnostics, and coordinate escalations.
• Strong written and spoken English for stakeholder communication.
• Availability to work U.S. Central Time business hours and assist with critical incidents outside normal hours.

Responsibilities

• 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.

Skills

Contact-center engineering

Cloud contact-center platforms

Call routing & IVR design

CRM integration (CTI)

Salesforce integration

English communication

Tools

NICE CXone

Amazon Connect

Job description

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment. The role requires 4+ years of experience with contact-center or enterprise telephony systems.

You will work on configuring call routing, IVR flows, and agent skills, and coordinate with CRM integrations while ensuring uptime and performance. This position requires US Central Time hours and on-call readiness.