Senior Contact Center Engineer — Cloud & AI Ops

Impact Advisors Mexico; México; Presencial; MXN 400.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

15 days of year-end bonus (Aguinaldo)

12 days of paid vacation + vacation premium

Major and minor medical insurance

5 vacation days before completing your first year

Descripción de la vacante

Impact Advisors Mexico is seeking a Senior Contact Center Technologist to focus on optimizing contact center platforms and integrating AI solutions. The role requires 5–7+ years of contact center technology experience and a Bachelor's degree.

You will configure systems like Amazon Connect and Genesys, implement conversational AI, and manage performance analytics to enhance service quality in healthcare operations.

Formación

• 5–7+ years of experience in contact center technology, operations engineering, or telecommunications administration.
• Hands-on experience configuring and optimizing cloud-based contact center platforms.
• Experience implementing conversational AI using platforms such as AWS Lex.

Responsabilidades

• Configure and optimize contact center platforms like Amazon Connect and Genesys.
• Implement and refine conversational AI features including chatbots and voicebots.
• Integrate contact center platforms with CRM, ticketing, and analytics systems.

Conocimientos

IVR logic

Call routing

Conversational AI

Operational analytics

Educación

Bachelor’s degree in Engineering or related field

Herramientas

Amazon Connect

Genesys

AWS Lex

Dialogflow

Descripción del empleo

Impact Advisors Mexico is seeking a Senior Contact Center Technologist to focus on optimizing contact center platforms and integrating AI solutions. The role requires 5–7+ years of contact center technology experience and a Bachelor's degree.

You will configure systems like Amazon Connect and Genesys, implement conversational AI, and manage performance analytics to enhance service quality in healthcare operations.