Senior Cloud Contact Center Engineer (Remote/Flexible)

AgileEngine, LLC.; Capital; Presencial; COP 286.615.000 - 477.692.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional growth

Competitive compensation

Exciting projects

Flextime

Descripción de la vacante

AgileEngine, LLC in Villavicencio, Colombia 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 design IVR flows, optimize call routing, and deliver Salesforce integrations with a focus on reliability, security, and patient data protection. This role requires strong English, 4+ years experience, and the ability to work US Central Time hours.

Formación

• 4+ years of engineering experience in contact-center or enterprise telephony.

Responsabilidades

• Configure and maintain contact-center capabilities including routing, queues, and agent skills.
• Design and troubleshoot IVR flows and self-service journeys.
• Configure outbound dialing workflows according to business rules.
• Deliver Salesforce integration work with Salesforce engineers.
• Provide production support and coordinate with platform vendors.
• Gather requirements, estimate effort, and plan implementation.
• Test changes and support validation with rollback procedures.
• Recommend architecture improvements for reliability and maintenance.
• Assist with call deflection, AI-enabled capabilities as priorities evolve.
• Maintain call-flow docs and runbooks; share knowledge with the team.
• Follow client security and change-management practices.

Conocimientos

Call routing & IVR design

CRM integrations

APIs & CTI

Cloud contact-center platforms

English communication

Production support & on-call

Requirement gathering & planning

Troubleshooting logs

Herramientas

NICE CXone

Amazon Connect

Genesys Cloud

Salesforce integration

Studio scripting

Descripción del empleo

AgileEngine, LLC in Villavicencio, Colombia 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 design IVR flows, optimize call routing, and deliver Salesforce integrations with a focus on reliability, security, and patient data protection. This role requires strong English, 4+ years experience, and the ability to work US Central Time hours.