Senior Cloud Contact Center Engineer - Flexible Hours

AgileEngine, LLC.; Estado de México; Hybrid; MXN 2,071,000 - 3,200,000; 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 IVR flows, manage call routing and queues, and deliver CRM integrations via APIs/CTI.

Ideal candidates have 4+ years in engineering, experience with at least one cloud CC platform, and strong English communication. The role requires collaboration with vendors and internal teams, and remote/office

Qualifications

• 4+ years engineering experience with contact-center or telephony platforms.
• Hands-on config and production support of CC or enterprise telephony.
• Experience with at least one cloud CC platform (NICE, Connect, Genesys Cloud or similar).
• Configuring call routing, queues, IVR, agent skills or routing profiles, and inbound/outbound flows.
• Ability to build/troubleshoot contact flows via visual designer and scripting or automation tools.
• CRM/enterprise integration via APIs, connectors, or CTI.
• Troubleshoot config, call-flow, and integration issues using logs and diagnostics.
• Gather requirements, document solutions, estimate effort, manage delivery with limited supervision.
• Strong written and spoken English.
• Ownership of production issues and ability to learn new CC platform with guidance.
• Willingness to work US Central Time and participate in on-call.

Responsibilities

• Configure and maintain contact-center capabilities: routing, queues, agent skills, business hours, inbound/outbound flows.
• Design and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated workflows per policy.
• Deliver Salesforce integrations with connectivity, data, and agent experience in mind.
• Provide production support, investigate disruptions, coordinate with vendors, perform root-cause analysis.
• Capture requirements, translate to technical designs, estimate and plan implementation.
• Test changes, support validation, and manage release with rollback procedures.
• Recommend architecture and configuration improvements for reliability and maintenance.
• Evaluate call deflection and AI-enabled capabilities as priorities evolve.
• Maintain call-flow docs, configuration records, and runbooks; share knowledge with team.
• Follow security and change-management practices to protect PHI and sensitive data.

Skills

4+ yrs exp

Cloud CC platform

Call routing

IVR flows

Agent skills

Routing profiles

Inbound/outbound flows

Contact flows

Visual flow designer

Platform scripting

CRM integration

APIs/CTI

Diagnostics

Requirements gathering

Solution documentation

Effort estimation

Delivery management

English fluency

Production ownership

On-call readiness

US Central Time availability

Tools

Studio scripting

Salesforce integration

CTI

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 IVR flows, manage call routing and queues, and deliver CRM integrations via APIs/CTI.

Ideal candidates have 4+ years in engineering, experience with at least one cloud CC platform, and strong English communication. The role requires collaboration with vendors and internal teams, and remote/office