Senior Cloud Contact Center Engineer: IVR & CRM

AgileEngine, LLC.; Colombie; À distance; COP 350 107 000 - 509 246 000; Plein temps

Résumé du poste

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 hands-on engineering experience with cloud contact-center solutions and CRM integrations, plus availability in US Central Time and strong English communication. You will design IVR flows, manage call routing and outbound workflows, and contribute to Salesforce integration projects while

Qualifications

• 4+ years of relevant engineering experience in contact-center or enterprise telephony.
• Experience with at least one cloud contact-center platform (NICE, Amazon Connect, or Genesys Cloud).
• Experience configuring call routing, IVR flows, agent skills, and inbound/outbound workflows.
• Ability to integrate contact-center platforms with CRM or enterprise applications via APIs/CTI.
• Strong written and spoken English; able to communicate with stakeholders and vendors.
• Availability to work US Central Time business hours.

Responsabilités

• Configure and maintain contact-center capabilities including call routing, queues, agent skills, business hours, and call flows.
• Design, build, and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated calling workflows per business needs and policies.
• Deliver Salesforce integration work with connectivity, data, and agent experience considerations.
• Provide production support, investigate disruptions, and coordinate with platform vendors.
• Gather requirements, translate to technical solutions, and plan implementation work.
• Test configurations, support business validation, and manage releases with rollback procedures.
• Recommend architecture improvements for reliability and maintainability.
• Explore call deflection, self-service, and AI-enabled capabilities as priorities evolve.
• Maintain call-flow documentation, configuration records, and runbooks; share knowledge with the team.
• Follow security and change-management practices to protect PHI and patient data.

Connaissances

Cloud contact-center engineering

Call routing

IVR configuration

CRM integration

English communication

US Central Time availability

Outils

Amazon Connect

Genesys Cloud

NICE CXone

Description du poste

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 hands-on engineering experience with cloud contact-center solutions and CRM integrations, plus availability in US Central Time and strong English communication. You will design IVR flows, manage call routing and outbound workflows, and contribute to Salesforce integration projects while