Senior Cloud Contact Center Engineer - IVR, CRM & Telephony

AgileEngine, LLC.; Santiago de Querétaro; Vor Ort; MXN 600.000 - 900.000; Vollzeit

Benefits dieser Stelle

Professional growth

Competitive compensation

Exciting projects

Flextime

Zusammenfassung

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 own end-to-end contact center workflows and collaborate with engineers and vendors.

The ideal candidate has 4+ years of relevant engineering experience, hands-on implementation, and strong English communication. This role requires CST hours and onsite/remote flexibility as needed.

Qualifikationen

• 4+ years of engineering experience with hands-on implementation and production support of contact-center or enterprise telephony solutions.
• Experience configuring call routing, queues, IVR flows, agent skills or routing profiles, and inbound/outbound workflows.
• Experience integrating contact-center platforms with CRM or enterprise applications using APIs or CTI.
• Strong written and spoken English with ability to communicate to stakeholders, engineers and vendors.

Aufgaben

• Configure and maintain contact-center capabilities including call routing, queues, agent skills, business hours, and inbound/outbound flows.
• Design and troubleshoot IVR flows, prompts, transfers, and customer self-service journeys.
• Configure outbound dialers and automated calling workflows per business requirements.
• Deliver Salesforce integration on the contact-center side, collaborating with Salesforce engineers on connectivity and data.
• Provide production support, investigate disruptions, coordinate with vendors, and contribute to root-cause analysis.
• Gather requirements, translate into technical solutions, and estimate and plan implementation work.
• Test changes, support business validation, and manage releases with rollback procedures.
• Recommend architecture and configuration improvements for reliability and maintenance.
• Help evaluate call deflection, self-service, and AI-enabled capabilities as priorities evolve.
• Maintain call-flow documentation and share knowledge with the team, following security and change-management practices.

Jobbeschreibung

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 own end-to-end contact center workflows and collaborate with engineers and vendors.

The ideal candidate has 4+ years of relevant engineering experience, hands-on implementation, and strong English communication. This role requires CST hours and onsite/remote flexibility as needed.