Contact Center Technologist

Impact Advisors Mexico; México; Presencial; MXN 400.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

15 days of year-end bonus (Aguinaldo)

12 days of paid vacation + vacation premium

Major and minor medical insurance

5 vacation days before completing your first year

Descripción de la vacante

Impact Advisors Mexico is seeking a Senior Contact Center Technologist to focus on optimizing contact center platforms and integrating AI solutions. The role requires 5–7+ years of contact center technology experience and a Bachelor's degree.

You will configure systems like Amazon Connect and Genesys, implement conversational AI, and manage performance analytics to enhance service quality in healthcare operations.

Formación

• 5–7+ years of experience in contact center technology, operations engineering, or telecommunications administration.
• Hands-on experience configuring and optimizing cloud-based contact center platforms.
• Experience implementing conversational AI using platforms such as AWS Lex.

Responsabilidades

• Configure and optimize contact center platforms like Amazon Connect and Genesys.
• Implement and refine conversational AI features including chatbots and voicebots.
• Integrate contact center platforms with CRM, ticketing, and analytics systems.

Conocimientos

IVR logic

Call routing

Conversational AI

Operational analytics

Educación

Bachelor’s degree in Engineering or related field

Herramientas

Amazon Connect

Genesys

AWS Lex

Dialogflow

Descripción del empleo

Senior Contact Center Technologist

Schedule: Monday to Friday, 7:00 AM – 4:00 PM

About Impact Advisors Mexico

At Impact Advisors Mexico, we turn passion for healthcare into lasting careers. As part of the Impact Advisors network in the U.S., we partner with leading hospitals and healthcare organizations to enhance clinical, financial, and operational outcomes.

Our culture is people-first, inclusive, and growth-driven. We believe in empowering our associates through learning, collaboration, and purpose — creating a space where every idea and every individual matters. Together, we deliver solutions that make a Positive Impact in the world of healthcare.

Your Path to High-Impact Healthcare Technology Leadership

If you bring strong experience in contact center technology and a passion for solving complex operational problems, this role offers an exceptional career path. You’ll work on large, high-visibility projects within the U.S. healthcare system—spanning patient access, revenue cycle, insurance operations, and enterprise communication workflows.

As you grow within the role, you will have the chance to expand your scope, engage with larger projects, and play an increasing role in shaping the technology capabilities behind U.S. healthcare operations.

What You’ll Do

• Configure, maintain, and optimize contact center platforms (e.g., Amazon Connect, Genesys, NICE, Five9, Talkdesk).
• Build and update call flows, IVR logic, routing rules, queue configurations, and dialer strategies.
• Manage agent experience settings, workload distribution, and assess platform updates for operational impact.

Conversational AI & Experience Enhancement

• Implement and refine conversational AI features including chatbots, voicebots, and NLU/NLP-enabled flows.
• Use tools such as AWS Lex, Dialogflow, and similar platforms to improve self-service and interaction quality.
• Monitor AI performance metrics and collaborate with teams to ensure alignment with service expectations.

Workflow Design & Process Development

• Develop SOPs and structured workflows that support WFM, Quality, Training, and Operations functions.
• Identify opportunities to streamline communication processes and support scalability and service consistency.

Systems Integration & Optimization

• Integrate contact center platforms with CRM, ticketing, analytics, and messaging systems.
• Troubleshoot routing, data flow, and system interaction issues, and coordinate updates with technical teams and vendors.
• Ensure system architecture is reliable, efficient, and scalable for future growth.

Performance Analytics & Reporting

• Build dashboards and reports to monitor SLA, occupancy, queue performance, and contact effectiveness.
• Analyze operational trends, identify improvement opportunities, and develop forecasting models for resource planning.
• Provide clear, data-driven insights to support operational and strategic decision‑making.

Who You Are

Education & Experience

• Bachelor’s degree in Engineering, Information Systems, Operations, or a related field preferred.
• 5–7+ years of experience in contact center technology, operations engineering, or telecommunications administration.
• Hands‑on experience configuring and optimizing cloud‑based contact center platforms (e.g., Amazon Connect, Genesys, Five9, NICE, or equivalent).
• Experience implementing conversational AI using platforms such as AWS Lex, Dialogflow, or similar.
• Demonstrated success improving operational metrics such as service levels, occupancy, or contact efficiency.
• Experience integrating telephony systems with CRM, analytics, or workforce management tools.

Skills & Characteristics

• Strong understanding of IVR logic, call routing, dialer strategies, and omnichannel workflows.
• Working knowledge of conversational design principles and AI‑enabled user interaction flows.
• Ability to interpret operational data and communicate findings clearly and professionally.
• Excellent documentation, process design, and communication skills.

What You’ll Get

Law Benefits

• 15 days of year‑end bonus (Aguinaldo)
• 12 days of paid vacation + vacation premium
• Social security (IMSS)

Above-the-Law Benefits

• Major and minor medical insurance through Sofía Salud
• 5 vacation days before completing your first year