Senior Cloud Contact Center Engineer — Remote/Flex

AgileEngine, LLC.; Medellín; Hybrid; COP 286,615,000 - 414,000,000; Full time

Benefits offered by this job

Professional growth

Competitive USD-based pay

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 CRM integrations in a healthcare environment.

You will own call routing, IVR flows, and CTI integrations, collaborate with Salesforce engineers, and provide production support while aligning with security and change-management practices.

This role requires 4+ years of relevant experience, strong English, and availability to work U.S. Central Time hours.

Qualifications

• 4+ years of engineering experience in contact-center or enterprise telephony.
• Hands-on implementation and production support of contact-center solutions.
• Experience with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud).
• Configuring call routing, queues, IVR flows, agent skills or routing profiles.
• Experience integrating contact-center platforms with CRM/enterprise apps using APIs/CTI.
• Strong written and spoken English.
• Willingness to work U.S. Central Time hours and participate in on-call coverage.

Responsibilities

• Configure and maintain contact-center capabilities (routing, queues, agent skills, hours).
• Design, build, and troubleshoot IVR flows and self-service journeys.
• Configure outbound dialers and calling workflows.
• Deliver Salesforce integrations with Salesforce engineers on connectivity and data.
• Provide production support and coordinate with platform vendors on incidents and root-cause analysis.
• Gather requirements and translate into technical solutions with estimates and timelines.
• Test changes, support validation, and manage releases with rollback plans.
• Recommend architecture improvements to enhance reliability and maintenance.
• Maintain call-flow documentation and knowledge sharing with the team.
• Follow security and change-management practices to protect PHI.

Skills

Contact center engineering

Cloud telephony

Call routing

IVR flows

CRM integration

Platform scripting

CTI integration

English communication

On-call availability

SLA escalation

Tools

NICE CXone

Amazon Connect

Genesys Cloud

Salesforce

Studio scripting

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 flows, and CTI integrations, collaborate with Salesforce engineers, and provide production support while aligning with security and change-management practices.

This role requires 4+ years of relevant experience, strong English, and availability to work U.S. Central Time hours.