Senior Contact Center Engineer - Flexible & Remote

AgileEngine, LLC.; Xico; Remote; MXN 1,662,000 - 2,585,000; Full time

Benefits offered by this job

Mentorship

TechTalks

Growth roadmaps

Flexible schedule

Education budget

Fitness budget

Job summary

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and CRM integrations in a healthcare setting.

You will own call routing, IVR, and outbound workflows while ensuring robust integrations with CRM systems. Ideal candidates bring 4+ years of contact-center engineering experience, hands-on expertise with NICE or Amazon Connect, and strong English communication to align with stakeholders and vendors.

Qualifications

• 4+ years of engineering experience in contact-center or telephony.
• Hands-on implementation and production support of contact-center solutions.
• Experience with at least one cloud contact-center platform (NICE, Amazon Connect, Genesys).
• Capability to configure call routing, IVR, queues, and agent skills.
• Experience with CRM/CTI integrations via APIs or connectors.
• Ability to read logs and diagnose platform issues.

Responsibilities

• Configure and maintain contact-center capabilities: routing, queues, skills, and hours.
• Design and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automation workflows per requirements.
• Deliver Salesforce integration work with connectivity and agent experience.
• Provide production support, investigate disruptions, and coordinate vendor escalations.
• Gather requirements, estimate effort, and plan delivery with limited supervision.
• Test changes, support validation, and implement controlled releases.
• Suggest architecture improvements for reliability and maintenance.
• Evaluate call deflection and AI-enabled capabilities as priorities evolve.
• Maintain runbooks and share knowledge with the team.
• Follow security and change-management practices to protect PHI.

Skills

Contact center experience

Cloud contact-center platforms

IVR flows configuration

CRM/CTI integration

API/log troubleshooting

English communication

Tools

NICE CXone

Amazon Connect

Genesys Cloud

Salesforce

Job description

AgileEngine, LLC. is seeking a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and CRM integrations in a healthcare setting.

You will own call routing, IVR, and outbound workflows while ensuring robust integrations with CRM systems. Ideal candidates bring 4+ years of contact-center engineering experience, hands-on expertise with NICE or Amazon Connect, and strong English communication to align with stakeholders and vendors.