Senior Cloud Contact Center Engineer

AgileEngine, LLC.; Ciudad de México; Hybrid; MXN 1,128,000 - 1,693,000; 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 CRM integrations in a healthcare environment.

You will design call routing, IVR flows, and outbound workflows, troubleshoot integrations with CRM systems, and own production issues with limited supervision. The role requires strong English and readiness to work US Central Time hours. Remote/flex options available.

Qualifications

• 4+ years in contact-center or enterprise telephony engineering.
• Hands-on experience with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud).
• Experience configuring call routing, IVR, queues, agent skills, and workflows.
• Ability to build and troubleshoot contact flows with visual designers and scripting.
• Experience integrating contact-center platforms with CRM using APIs/CTI.
• Troubleshoot using logs and platform diagnostics; coordinate escalations.
• Gather requirements, document solutions, estimate effort, and manage delivery.
• Strong written and spoken English for stakeholders.
• Ownership of production issues; learn new platform with architect support.
• Available to work US Central Time and on-call as needed.

Responsibilities

• Configure and maintain contact-center capabilities (routing, queues, agent skills, business hours, inbound/outbound flows).
• Design and troubleshoot IVR flows and self-service journeys.
• Configure outbound dialers and automated calling workflows.
• Deliver Salesforce integrations with Salesforce engineers on connectivity and data.
• Provide production support and root-cause analyses.
• Gather requirements and translate to technical solutions; estimate and plan.
• Test changes and support validation and rollbacks.
• Recommend architecture improvements for reliability and maintenance.
• Help evaluate call deflection and AI-enabled capabilities.
• Maintain call-flow docs and runbooks; share knowledge with team.
• Follow security and change-management practices for PHI data.

Skills

Contact center platform

IVR design

CRM integration

CTI integration

Studio scripting

Log analysis

English communication

On-call readiness

Time zone support

Tools

Salesforce

APIs

SIP/VoIP

Job description

AgileEngine, LLC. 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 call routing, IVR flows, and outbound workflows, troubleshoot integrations with CRM systems, and own production issues with limited supervision. The role requires strong English and readiness to work US Central Time hours. Remote/flex options available.