Senior Cloud Contact Center Engineer IVR & CRM Integrations

AgileEngine, LLC.; León; Hybrid; MXN 750,000 - 1,000,000; 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 be responsible for call routing, IVR flows, and CRM integrations, collaborating with engineers and business stakeholders to deliver reliable solutions. The role requires hands-on experience with cloud contact-center platforms and strong English communication.

Qualifications

• 4+ years of relevant engineering experience, including production support of contact-center or telephony solutions.
• Hands-on experience with one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud) or similar.
• Experience configuring call routing, queues, IVR flows, and agent skills or routing profiles.
• Ability to build and troubleshoot contact flows using visual flow designer and scripting tools.
• Experience integrating contact-center platforms with CRM/enterprise apps via APIs/CTI.
• Ability to diagnose configuration and integration issues using logs and platform diagnostics.
• Ability to gather requirements, estimate effort, and manage delivery with limited supervision.
• Strong written and spoken English for stakeholders, engineers, and vendors.
• Willingness to work US Central Time and participate in on-call coverage if needed.

Responsibilities

• Configure and maintain contact-center capabilities including routing, queues, agents, and schedules.
• Design and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialing and automated calling workflows per business rules.
• Deliver Salesforce integrations, collaborating with Salesforce engineers on connectivity and data.
• Provide production support, investigate disruptions, and coordinate with vendors for fixes.
• Gather requirements from stakeholders and translate to technical solutions with estimates.
• Test changes, support business validation, and plan releases with rollback procedures.
• Propose improvements to architecture and configuration for reliability and simpler maintenance.
• Evaluate call deflection, self-service, and AI-enabled capabilities as priorities evolve.
• Maintain call-flow docs and runbooks; share knowledge with the team.
• Follow security and change-management practices to protect PHI and client data.

Skills

Years of experience

Cloud contact-center experience

Call routing and IVR

Visual flow designer scripting

CRM/CTI integrations

Log analysis and diagnostics

Requirements gathering & delivery

English communication

US Central Time availability

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 be responsible for call routing, IVR flows, and CRM integrations, collaborating with engineers and business stakeholders to deliver reliable solutions. The role requires hands-on experience with cloud contact-center platforms and strong English communication.