Senior Cloud Contact Center Engineer (Remote & Flexible)

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

Benefits offered by this job

Professional growth

Competitive compensation

Exciting projects

Flextime

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. The role requires 4+ years of experience, hands-on work with cloud contact-center platforms, and strong API/CTI integrations.

You will design IVR flows, optimize call routing, and collaborate with Salesforce engineers to enhance the agent experience.

Qualifications

• 4+ years in contact-center or telephony engineering with production support.
• Hands-on with cloud contact-center platforms (NICE, Amazon Connect, Genesys).
• Configuring call routing, queues, IVR, and agent skills.
• Experience integrating contact-center platforms with CRM via APIs/CTI.
• Strong English, written and spoken.
• Gather requirements, estimate effort, and manage delivery with limited supervision.
• Willingness to work US Central Time hours and on-call as needed.
• Ability to troubleshoot using logs and platform diagnostics.

Responsibilities

• Configure and maintain contact-center capabilities (routing, queues, skills).
• Design and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated calling workflows.
• Deliver Salesforce integrations with connectivity and agent experience.
• Provide production support and root-cause analysis.
• Gather requirements and translate them into technical solutions; estimate and plan work.
• Test configuration and coordination of releases with rollback procedures.
• Recommend architecture improvements to strengthen reliability.
• Help evaluate call deflection, self-service, and AI-enabled capabilities.
• Maintain call-flow documentation and share knowledge with the team.

Skills

4+ years experience

Cloud contact-center platform

Call routing & IVR flows

API/CTI integrations

Scripting/automation

English proficiency

On-call availability

Stakeholder communication

Tools

NICE CXone

inContact

Salesforce integration

CTI tooling

Job description

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. The role requires 4+ years of experience, hands-on work with cloud contact-center platforms, and strong API/CTI integrations.

You will design IVR flows, optimize call routing, and collaborate with Salesforce engineers to enhance the agent experience.