Senior Cloud Contact Center Engineer (Remote/Flex)

AgileEngine, LLC.

Perímetro Urbano Manizales

Presencial

COP 191.077.000 - 350.307.000

Jornada completa

Hace 4 días

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Descripción de la vacante

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 in Manizales, Colombia.

The role demands 4+ years of experience and strong English communication for collaboration with stakeholders and vendors. You will configure call routing, IVR flows, and outbound workflows, deliver Salesforce integrations, and support production issues.

Formación

4+ years of relevant engineering experience with contact-center or enterprise telephony solutions.
Hands-on experience with cloud contact-center platforms (NICE, Amazon Connect, Genesys Cloud).
Experience configuring call routing, queues, IVR flows, agent skills, and inbound/outbound workflows.
Ability to build and troubleshoot contact flows using a visual designer and scripting/automation tools.
Experience integrating contact-center platforms with CRM/enterprise apps using APIs/CTI.
Troubleshoot configuration, call-flow, and integration issues using logs and platform diagnostics.
Gather requirements, document solutions, estimate effort, and manage delivery with limited supervision.
Strong written and spoken English for stakeholder communication.
Ownership of production issues and ability to learn new platforms with support.
Availability to work U.S. Central Time business hours and assist with critical incidents.

Responsabilidades

Configure and maintain contact-center capabilities (routing, queues, skills, business hours).
Design and troubleshoot IVR flows and self-service journeys.
Configure outbound dialers and automated calling workflows.
Deliver the Salesforce integration side, collaborating with Salesforce engineers on connectivity and data.
Provide production support and coordinate with vendors for incident resolution.
Gather requirements from stakeholders and translate into technical solutions.
Test changes, support validation, and manage release with recovery procedures.
Suggest architecture improvements to improve reliability and maintenance.
Evaluate call deflection and AI-enabled capabilities as priorities evolve.
Maintain runbooks and share knowledge with the team.
Follow security and change-management practices to protect PHI.