Senior Cloud Contact Center Engineer - Remote/Flex

AgileEngine, LLC.; Sucre; Hybrid; COP 286,451,000 - 413,762,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation — USD-based

Exciting projects

Flextime — remote and office options

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 contact-center configurations, IVR flows, and Salesforce integrations while coordinating with engineers and business stakeholders.

Strong English and on-call availability are required. The role offers flextime with remote and office options in a healthcare-focused tech setting, serving Fortune 500 brands and

Qualifications

• 4+ years of relevant engineering experience in contact-center or telephony.
• Experience with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud, etc.).
• Configuring call routing, queues, IVR flows, and agent skills.
• Build/troubleshoot contact flows using visual design and scripting.
• Integrate contact-center with CRM/ERP via APIs/CTI.
• Troubleshoot using logs and platform diagnostics; escalate when needed.
• Gather requirements, document solutions, estimate effort, and manage delivery.
• Strong written and spoken English for stakeholder communication.
• Willingness to work US Central Time and participate in on-call as agreed.

Responsibilities

• Configure and maintain contact-center capabilities: routing, queues, agent skills, hours.
• Design and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated calling workflows.
• Deliver Salesforce integrations with engineers on connectivity and data.
• Provide production support; investigate disruptions; coordinate with vendors.
• Gather requirements, translate into technical solutions, and estimate work.
• Test changes, support validation, and manage releases with rollback procedures.
• Recommend architecture improvements for reliability and maintenance.
• Help evaluate call deflection and AI-enabled capabilities.
• Maintain call-flow docs and share knowledge with team; follow security practices.

Skills

4+ years of experience

Cloud contact-center platform

Call routing and IVR configuration

Contact-flow design and scripting

CRM/ERP integration via APIs/CTI

Troubleshooting with logs/diagnostics

Requirements gathering and planning

Strong written and spoken English

On-call readiness for US Central hours

NICE/ACX or Salesforce integration (N/

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 contact-center configurations, IVR flows, and Salesforce integrations while coordinating with engineers and business stakeholders.

Strong English and on-call availability are required. The role offers flextime with remote and office options in a healthcare-focused tech setting, serving Fortune 500 brands and