Senior Cloud Contact Center Engineer — Remote

AgileEngine, LLC.; Rosarito; Hybride; MXN 2 031 000 - 2 770 000; Plein temps

Avantages offerts par ce poste

Professional growth

Competitive USD pay

Exciting projects

Flextime: remote/office options

Résumé du poste

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. The role requires 4+ years of relevant engineering experience and hands-on work with leading cloud contact-center platforms.

You will design IVR flows, configure call routing, and ensure robust integration with CRMs, while collaborating with engineers and vendors.

Qualifications

• 4+ years of relevant engineering experience in contact-center or telephony.
• Hands-on experience with cloud contact-center platforms (NICE, Amazon Connect, Genesys Cloud, etc.).
• Configure call routing, IVR, queues, agent skills, and inbound/outbound flows.
• Build contact flows using visual designers and scripting/automation tools.
• Integrate contact-center with CRMs via APIs/CTI.
• English proficiency; strong communication.

Responsabilités

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

Connaissances

4+ years experience

Cloud contact-center platform

IVR/Call routing design

CRM/CTI integration

Troubleshooting & logs

Requirements gathering

English proficiency

On-call readiness

Description du poste

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. The role requires 4+ years of relevant engineering experience and hands-on work with leading cloud contact-center platforms.

You will design IVR flows, configure call routing, and ensure robust integration with CRMs, while collaborating with engineers and vendors.