Senior Cloud Contact Center Engineer — IVR & CRM

AgileEngine, LLC.; Región Centro; Remote; MXN 1,662,000 - 2,770,000; Full time

Benefits offered by this job

Professional growth

Competitive USD-based pay

Exciting projects

Flextime

Job summary

AgileEngine 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 agent skills, and ensure integration with CRM systems across a production environment.

You will work with platforms such as NICE CXone, Amazon Connect, or Genesys Cloud, and collaborate with engineers to resolve issues, implement new capabilities, and support critical

Qualifications

• Hands-on implementation and production support of contact-center solutions.
• Experience with at least one cloud contact-center platform (NICE CXone, Amazon Connect or Genesys Cloud).
• Experience configuring call routing, IVR flows, queues, agent skills or routing profiles, and inbound/outbound workflows.
• Ability to build and troubleshoot contact flows with design tools and scripting.
• Experience integrating contact-center platforms with CRM or enterprise apps via APIs/CTI.
• Strong English written and spoken communication for stakeholders and engineers.

Responsibilities

• Configure and maintain contact-center capabilities (routing, queues, agent skills, hours, inbound/outbound flows).
• Design and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated calling workflows per requirements.
• Deliver Salesforce integrations and connectivity with Salesforce engineers.
• Provide production support, investigate disruptions, coordinate with vendors, perform RCA.

Skills

4+ years experience

NICE CXone

Amazon Connect

Genesys Cloud

CRM integration

API integration

IVR design

English communication

Job description

AgileEngine 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 agent skills, and ensure integration with CRM systems across a production environment.

You will work with platforms such as NICE CXone, Amazon Connect, or Genesys Cloud, and collaborate with engineers to resolve issues, implement new capabilities, and support critical