Senior Cloud Contact Center Engineer (Remote/Flex)

AgileEngine, LLC.

Monterrey

Hybrid

MXN 1,662,000 - 2,400,000

Full time

4 days ago

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Job summary

AgileEngine, LLC in Monterrey, Mexico is seeking a Senior Contact Center Engineer to configure, support, and optimize a cloud telephony platform and its CRM integrations in a healthcare environment. You will own call routing, IVR flows, and CTI integrations, work with Salesforce, and provide production support while coordinating with vendors.

4+ years of engineering experience and strong English communication are required. You will work US CST hours with on-call coverage as needed.

Qualifications

4+ years of engineering experience, including hands-on implementation and production support of contact-center or enterprise telephony solutions.
Experience with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud).
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, connectors, or CTI.
Strong written and spoken English.
Ability to troubleshoot configuration, call-flow, and integration issues using logs and platform diagnostics, and coordinate escalations when needed.
Ability to gather requirements, document solutions, estimate effort, and manage delivery tasks and timelines with limited supervision.
Availability to work U.S. Central Time business hours and assist with critical incidents outside normal hours when needed.

Responsibilities

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 customer self-service journeys.
Configure outbound dialers and automated calling workflows according to business requirements and applicable policies.
Deliver the contact-center side of Salesforce integrations, collaborating with Salesforce engineers on connectivity, interaction data, and the agent experience.
Provide production support, investigate service disruptions, coordinate with platform vendors, and contribute to root-cause analysis and preventive improvements.
Gather and clarify requirements with business stakeholders, translate them into technical solutions, and estimate and plan implementation work.
Test configuration and integration changes, support business validation, and release changes with appropriate recovery and rollback procedures.
Recommend architecture and configuration improvements that strengthen reliability and simplify platform maintenance.
Help evaluate and implement call deflection, self-service, and AI-enabled capabilities as business priorities evolve.
Maintain call-flow documentation, configuration records, and support runbooks; share knowledge with the existing engineer and the broader team.
Follow client security and change-management practices, protecting sensitive customer and patient information.