Senior Cloud Contact Center Engineer — IVR & CTI

AgileEngine, LLC.; Sur; Remote; COP 382,153,000 - 573,230,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation with USD pay

Exciting projects with Fortune 500/Top

Flextime

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.

You will own call routing, IVR design, and outbound workflows while coordinating with vendors and internal teams. You will troubleshoot, document solutions, and gather requirements to deliver reliable contact-center capabilities, with English fluency and comfort working US Central Time hours.

Qualifications

• 4+ years of engineering experience in contact-center or enterprise telephony.
• Hands-on experience with cloud contact-center platforms (NICE, Amazon Connect, Genesys Cloud)
• Experience configuring call routing, queues, IVR flows, and agent skills.
• Experience building and troubleshooting contact flows with visual designers and scripting/automation.
• Experience integrating contact-center platforms with CRM or enterprise apps via APIs/CTI.
• Ability to troubleshoot using logs and platform diagnostics; coordinate escalations.
• Strong written and spoken English for stakeholder communication.
• Willingness to work U.S. Central Time hours and participate in on-call coverage.

Responsibilities

• Configure and maintain contact-center capabilities: routing, queues, skills, and business hours.
• Design and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and calling workflows per business needs.
• Deliver Salesforce integrations, collaborating with Salesforce engineers on connectivity and data.
• Provide production support and root-cause analysis for incidents with vendors.
• Gather requirements and translate them into technical solutions with estimates.
• Test changes and support validation and release processes with rollback plans.
• Suggest architecture improvements for reliability and maintenance.
• Evaluate call deflection and AI-enabled capabilities as priorities evolve.
• Maintain call-flow docs and runbooks; share knowledge with the team.

Skills

4+ yrs exp

Cloud contact center

Call routing

IVR flows

CTI integration

Troubleshooting

Requirements gathering

English proficiency

On-call readiness

Tools

NICE CXone

Amazon Connect

Genesys Cloud

Salesforce integration

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.

You will own call routing, IVR design, and outbound workflows while coordinating with vendors and internal teams. You will troubleshoot, document solutions, and gather requirements to deliver reliable contact-center capabilities, with English fluency and comfort working US Central Time hours.