Senior Cloud Contact Center Engineer - Flexible/Remote

AgileEngine, LLC.; Puebla de Zaragoza; Hybrid; MXN 1,662,000 - 2,400,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation

Exciting projects

Flextime

Job summary

AgileEngine, LLC. in Puebla, Mexico 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 willwork with cross-functional teams to deliver reliable contact-center capabilities and seamless agent experiences. The role requires deep experience with cloud contact-center platforms, IVR design, CRM integrations, on-call support, and strong English communication.

Qualifications

• 4+ years of relevant engineering experience in contact-center or telephony environments.
• Experience with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud, or similar).
• Experience configuring call routing, queues, IVR flows, agent skills, and inbound/outbound workflows.
• Ability to build and troubleshoot contact flows using visual flow designers and scripting/automation tools.
• Experience integrating contact-center platforms with CRM/enterprise apps via APIs/CTI.
• Ability to troubleshoot configuration, call-flow and integration issues using logs and platform diagnostics.
• Ability to gather requirements, document solutions, estimate effort, and manage delivery timelines with limited supervision.
• Strong written and spoken English for stakeholder and vendor communications.
• Ownership of production issues and the ability to learn new platforms with guidance.
• Availability for US Central Time business hours and potential on-call coverage.

Responsibilities

• Configure and maintain contact-center capabilities including call routing, queues, agent skills, and call flows.
• Design, build, and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated calling workflows per business needs.
• Deliver Salesforce integrations and collaborate with Salesforce engineers on connectivity and data.
• Provide production support, investigate disruptions, and coordinate with platform vendors.
• Gather requirements and translate them into technical solutions with estimates and plans.
• Test changes, support validation, and manage releases with recovery procedures.
• Recommend architecture improvements to improve reliability and maintenance.
• Help evaluate call deflection, self-service, and AI-enabled capabilities.
• Maintain call-flow docs, configuration records, and runbooks; share knowledge.

Skills

4+ years experience

Cloud contact-center

Call routing & IVR

IVR scripting

CRM/CTI integration

Troubleshooting

Requirements gathering

English proficiency

Own production issues

US Central Time shift

NICE/Genesys/Amazon Connect

Salesforce integration

CTI/API integration

SIP/VoIP basics

Healthcare security (PHI)

Tools

Salesforce

Job description

AgileEngine, LLC. in Puebla, Mexico 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 willwork with cross-functional teams to deliver reliable contact-center capabilities and seamless agent experiences. The role requires deep experience with cloud contact-center platforms, IVR design, CRM integrations, on-call support, and strong English communication.