Senior Cloud Contact Center Engineer - Remote

AgileEngine, LLC.

Metropolitana

Hybrid

COP 382,153,000 - 477,692,000

Full time

3 days ago

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Job summary

AgileEngine 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 implement call routing, IVR flows, and outbound workflows while ensuring security and reliable operations.

You will collaborate with Salesforce engineers on integrations, own production issues, and guide delivery with limited supervision.

Qualifications

4+ years of relevant engineering experience including hands‑on implementation and production support of contact‑center or enterprise telephony solutions.
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 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.

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.