Senior Cloud Contact Center Engineer - Remote Options

AgileEngine, LLC.; Pereira; Hybrid; COP 270.692.000 - 398.076.000; Vollzeit

Benefits dieser Stelle

Professional growth

Competitive compensation

Exciting projects

Flextime

Zusammenfassung

AgileEngine, LLC. in Pereira, Colombia, seeks 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 engineering experience, hands-on cloud contact-center expertise (NICE, Amazon Connect, Genesys Cloud), API/CTI integration, and strong English. You will work US Central Time hours and contribute to ongoing production support and platform improvements.

Qualifikationen

• 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)
• Experience configuring call routing, queues, IVR flows, agent skills or routing profiles
• Ability to build and troubleshoot contact flows using visual flow designer and scripting tools
• Experience integrating contact-center platforms with CRM/enterprise apps using APIs/CTI
• Troubleshoot configuration, call-flow and integration issues with logs and diagnostics
• Gather requirements, document solutions, estimate effort, manage delivery timelines
• Strong written and spoken English for communicating with stakeholders
• Ownership of production issues and ability to learn new platforms with guidance
• Availability to work US Central Time hours and participate in on-call rotations

Aufgaben

• Configure and maintain contact-center capabilities: routing, queues, skills, hours, and flows
• Design, build, and troubleshoot IVR flows, prompts, transfers, and self-service journeys
• Configure outbound dialing and automated calling workflows
• Deliver Salesforce integrations with connectivity and agent experience focus
• Provide production support, investigate disruptions, coordinate with vendors
• Gather requirements and translate them into technical solutions with estimates
• Test changes, support business validation, and manage releases with rollback procedures
• Recommend architecture/configuration improvements to improve reliability
• Evaluate call deflection, self-service, and AI-enabled capabilities
• Maintain call-flow docs, configuration records, and runbooks; share knowledge
• Follow client security and change-management practices to protect PHI

Kenntnisse

Contact center engineering

Cloud contact center

IVR design

CRM integration

APIs/CTI

Troubleshooting

Requirements gathering

On-call readiness

English proficiency

US Central Time availability

Tools

NICE CXone

Amazon Connect

Genesys Cloud

Studio scripting

Salesforce integration

Jobbeschreibung

AgileEngine, LLC. in Pereira, Colombia, seeks 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 engineering experience, hands-on cloud contact-center expertise (NICE, Amazon Connect, Genesys Cloud), API/CTI integration, and strong English. You will work US Central Time hours and contribute to ongoing production support and platform improvements.