Senior Contact Center Engineer ID95138

AgileEngine, LLC.; León; Hybrid; MXN 750,000 - 1,000,000; Full time

Benefits offered by this job

Professional growth

Competitive compensation

Exciting projects

Flextime

Job summary

AgileEngine, LLC. 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 be responsible for call routing, IVR flows, and CRM integrations, collaborating with engineers and business stakeholders to deliver reliable solutions. The role requires hands-on experience with cloud contact-center platforms and strong English communication.

Qualifications

• 4+ years of relevant engineering experience, including production support of contact-center or telephony solutions.
• Hands-on experience with one cloud contact-center platform (NICE, Amazon Connect, Genesys Cloud) or similar.
• Experience configuring call routing, queues, IVR flows, and agent skills or routing profiles.
• Ability to build and troubleshoot contact flows using visual flow designer and scripting tools.
• Experience integrating contact-center platforms with CRM/enterprise apps via APIs/CTI.
• Ability to diagnose configuration and integration issues using logs and platform diagnostics.
• Ability to gather requirements, estimate effort, and manage delivery with limited supervision.
• Strong written and spoken English for stakeholders, engineers, and vendors.
• Willingness to work US Central Time and participate in on-call coverage if needed.

Responsibilities

• Configure and maintain contact-center capabilities including routing, queues, agents, and schedules.
• Design and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialing and automated calling workflows per business rules.
• Deliver Salesforce integrations, collaborating with Salesforce engineers on connectivity and data.
• Provide production support, investigate disruptions, and coordinate with vendors for fixes.
• Gather requirements from stakeholders and translate to technical solutions with estimates.
• Test changes, support business validation, and plan releases with rollback procedures.
• Propose improvements to architecture and configuration for reliability and simpler maintenance.
• Evaluate call deflection, self-service, and AI-enabled capabilities as priorities evolve.
• Maintain call-flow docs and runbooks; share knowledge with the team.
• Follow security and change-management practices to protect PHI and client data.

Skills

Years of experience

Cloud contact-center experience

Call routing and IVR

Visual flow designer scripting

CRM/CTI integrations

Log analysis and diagnostics

Requirements gathering & delivery

English communication

US Central Time availability

Job description

AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.

WHY JOIN US

If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you!

ABOUT THE ROLE

We are looking for a Senior Contact Center Engineer to configure, support, and improve a cloud telephony platform and its CRM integrations in a healthcare environment.

MUST HAVES

• 4+ years of relevant engineering experience, including hands-on implementation and production support of contact-center or enterprise telephony solutions.
• Strong practical experience with at least one cloud contact-center platform, such as NICE, Amazon Connect, Genesys Cloud, or a comparable solution.
• Experience configuring call routing, queues, IVR flows, agent skills or routing profiles, and inbound and outbound workflows.
• Ability to build and troubleshoot contact flows using a visual flow designer and platform scripting or automation tools.
• Experience integrating contact-center platforms with CRM or enterprise applications using APIs, connectors, or computer telephony integration (CTI).
• 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.
• Strong written and spoken English, with clear communication to business stakeholders, engineers, and vendors.
• Ownership of production issues and the ability to learn a new contact-center platform and become productive with support from the existing architect.
• Availability to work U.S. Central Time business hours and assist with critical incidents outside normal hours when needed. Any formal on-call rotation and coverage expectations will be agreed before onboarding.

NICE TO HAVES

• Direct experience with NICE CXone or inContact, including Studio scripting, platform administration, or outbound dialing.
• Experience integrating NICE or Amazon Connect with Salesforce, including agent desktop integration, screen pops, click-to-dial, or interaction logging.
• Experience with conversational AI, virtual agents, speech-enabled IVR, or automation of customer self-service.
• Familiarity with telephony and networking fundamentals such as SIP, VoIP, and call-quality troubleshooting.
• Experience in healthcare or another regulated environment, including secure handling of protected health information (PHI).

WHAT YOU WILL DO

• Configure and maintain contact-center capabilities, including call routing, queues, agent skills, business hours, and inbound and outbound call flows.
• Design, build, and troubleshoot interactive voice response (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.

PERKS AND BENEFITS

• Professional growth: Mentorship, TechTalks, and personalized growth roadmaps.
• Competitive compensation: USD-based pay with education, fitness, and team activity budgets.
• Exciting projects: Modern solutions with Fortune 500 and top product companies.
• Flextime: Flexible schedule with remote and office options.