Senior Cloud Contact Center Engineer - Remote/Flextime

AgileEngine, LLC.; Ciudad de México; Hybrid; MXN 1,662,000 - 2,216,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation

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, build, and troubleshoot IVR flows and call routing, manage queues and agent skills, and deliver Salesforce integrations with our engineering teams.

This role requires strong English communication and ownership of issues, with US Central Time hours as needed.

Qualifications

• 4+ years of engineering experience in contact-center or telephony environments.
• Hands-on with at least one cloud contact-center platform (NICE / Amazon Connect / Genesys Cloud).
• Experience configuring routing, queues, IVR flows, and agent skills.
• Ability to build and troubleshoot contact flows using visual designers or scripting.
• Experience integrating contact-center platforms with CRM via APIs/CTI.
• Troubleshoot configuration and integration issues using logs and diagnostics.
• Gather requirements, estimate effort, and drive delivery with limited supervision.
• Strong written and spoken English.

Responsibilities

• Configure and maintain contact-center capabilities: routing, queues, skills, and hours.
• Design, build, and troubleshoot IVR flows and self-service journeys.
• Configure outbound dialers and automated calling workflows.
• Deliver Salesforce integrations, collaborating with Salesforce engineers.
• Provide production support, investigate disruptions, and perform root-cause analysis.
• Clarify requirements, translate to technical solutions, and plan implementation.
• Test changes, support validation, and manage release rollback procedures.
• Recommend improvements to reliability and maintenance.
• Help evaluate call deflection and AI-enabled capabilities as priorities evolve.
• Maintain call-flow docs and runbooks; share knowledge with the team.

Skills

Engineering experience

Cloud contact-center

IVR / call routing

CRM integration via API

Platform troubleshooting

Requirements gathering

English proficiency

On-call readiness

Ownership of issues

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, build, and troubleshoot IVR flows and call routing, manage queues and agent skills, and deliver Salesforce integrations with our engineering teams.

This role requires strong English communication and ownership of issues, with US Central Time hours as needed.