Senior Contact Center Engineer ID95138

AgileEngine, LLC.; Bogotá; Remote; COP 286,615,000 - 414,000,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation

Exciting projects

Flextime

Job summary

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its Salesforce integrations in a healthcare environment.

You will own end-to-end contact-center configurations, IVR design, and CRM integrations, working closely with stakeholders and vendors. The role requires 4+ years in contact-center engineering, strong English communication, and availability for US Central Time.

Qualifications

• 4+ years of engineering experience in contact-center or telephony solutions.
• Hands-on with at least one cloud contact-center platform (NICE, Amazon Connect, or Genesys Cloud).
• Configuring call routing, queues, IVR, agent skills, and inbound/outbound workflows.
• Build and troubleshoot contact flows using visual designers and scripting.
• Integrate contact-center with CRM using APIs or CTI.
• Troubleshoot with logs and platform diagnostics; coordinate escalations.
• Gather requirements, document solutions, and plan delivery with limited supervision.
• Strong English communication with stakeholders.
• Own production issues and learn new platform with support from architect.
• Available to work US Central Time and on-call as needed.

Responsibilities

• Configure and maintain contact-center capabilities: routing, queues, agent skills, hours, inbound/outbound flows.
• Design IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated calling workflows.
• Deliver Salesforce integration work with Salesforce engineers.
• Provide production support, investigate disruptions, and perform root-cause analysis.
• Gather and clarify requirements, translate to technical solutions, estimate work.
• Test changes, support validation, and manage releases with rollback plans.
• Suggest architecture improvements to boost reliability.
• Help evaluate call deflection and AI-enabled capabilities.
• Maintain call-flow docs and runbooks; share knowledge.

Skills

Contact center experience

Cloud contact center

IVR design

Call routing

CRM integration

CTI integration

Platform scripting

English communication

Production issue ownership

On-call availability

Tools

NICE CXone

Amazon Connect

Genesys Cloud

Salesforce

Job description

• Country Colombia
• Job Type Full time

Job Description

AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.

WHY JOIN US

If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!

ABOUT THE ROLE

We are looking for a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment.

MUST HAVES

• 4+ years of relevant engineering experience, including hands-on implementation and production support of contact-center or enterprise telephony solutions.
• Strong practical experience with at least one cloud contact-center platform, such as NICE, Amazon Connect, Genesys Cloud, or a comparable solution.
• Experience configuring call routing, queues, IVR flows, agent skills or routing profiles, and inbound and outbound workflows.
• Ability to build and troubleshoot contact flows using a visual flow designer and platform scripting or automation tools.
• Experience integrating contact-center platforms with CRM or enterprise applications using APIs, connectors, or computer telephony integration (CTI).
• Ability to troubleshoot configuration, call-flow, and integration issues using logs and platform diagnostics, and coordinate escalations when needed.
• Ability to gather requirements, document solutions, estimate effort, and manage delivery tasks and timelines with limited supervision.
• Strong written and spoken English, with clear communication to business stakeholders, engineers, and vendors.
• Ownership of production issues and the ability to learn a new contact-center platform and become productive with support from the existing architect.
• Availability to work U.S. Central Time business hours and assist with critical incidents outside normal hours when needed. Any formal on-call rotation and coverage expectations will be agreed before onboarding.

NICE TO HAVES

• Direct experience with NICE CXone or inContact, including Studio scripting, platform administration, or outbound dialing.
• Experience integrating NICE or Amazon Connect with Salesforce, including agent desktop integration, screen pops, click-to-dial, or interaction logging.
• Experience with conversational AI, virtual agents, speech-enabled IVR, or automation of customer self-service.
• Familiarity with telephony and networking fundamentals such as SIP, VoIP, and call-quality troubleshooting.
• Experience in healthcare or another regulated environment, including secure handling of protected health information (PHI).

WHAT YOU WILL DO

• Configure and maintain contact-center capabilities, including call routing, queues, agent skills, business hours, and inbound and outbound call flows.
• Design, build, and troubleshoot interactive voice response (IVR) flows, prompts, transfers, and customer self-service journeys.
• Configure outbound dialers and automated calling workflows according to business requirements and applicable policies.
• Deliver the contact-center side of Salesforce integrations, collaborating with Salesforce engineers on connectivity, interaction data, and the agent experience.
• Provide production support, investigate service disruptions, coordinate with platform vendors, and contribute to root-cause analysis and preventive improvements.
• Gather and clarify requirements with business stakeholders, translate them into technical solutions, and estimate and plan implementation work.
• Test configuration and integration changes, support business validation, and release changes with appropriate recovery and rollback procedures.
• Recommend architecture and configuration improvements that strengthen reliability and simplify platform maintenance.
• Help evaluate and implement call deflection, self-service, and AI-enabled capabilities as business priorities evolve.
• Maintain call-flow documentation, configuration records, and support runbooks; share knowledge with the existing engineer and the broader team.
• Follow client security and change-management practices, protecting sensitive customer and patient information.

PERKS AND BENEFITS

• Professional growth: Mentorship, TechTalks, and personalized growth roadmaps.
• Competitive compensation: USD-based pay with education, fitness, and team activity budgets.
• Exciting projects: Modern solutions with Fortune 500 and top product companies.
• Flextime: Flexible schedule with remote and office options.