Senior Cloud Contact Center Engineer (Remote, Flexible)

AgileEngine, LLC.; Indiana; Remote; MXN 900,000 - 1,300,000; Full time

Job summary

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

You will design IVR flows, call routing, and Salesforce integrations, deliver production support, and gather requirements from stakeholders. This remote role requires 4+ years of engineering experience in contact-center or enterprise telephony, cloud CC platform expertise, and availability in US Central Time with strong English

Qualifications

• 4+ years of engineering experience in contact-center or enterprise telephony solutions.
• Hands-on experience with at least one cloud contact-center platform (e.g., NICE, Amazon Connect, Genesys Cloud).
• Experience configuring call routing, queues, IVR flows, agent skills, and inbound/outbound workflows.
• Ability to build and troubleshoot contact flows using a visual designer and scripting/automation tools.
• Experience integrating contact-center platforms with CRM or enterprise applications via APIs/CTI.
• Ability to troubleshoot configuration, call-flow, and integration issues using logs and diagnostics.
• Ability to gather requirements, document solutions, estimate effort, and manage delivery tasks with limited supervision.
• Strong written and spoken English communication with stakeholders, engineers, and vendors.
• Availability to work U.S. Central Time business hours; on-call coverage as needed.

Responsibilities

• Configure and maintain contact-center capabilities including call routing, queues, agent skills, business hours, and call flows.
• Design, build, and troubleshoot IVR flows, prompts, transfers, and self-service journeys.
• Configure outbound dialers and automated calling workflows per business rules.
• Deliver the contact-center side of Salesforce integrations with Salesforce engineers.
• Provide production support and coordinate with platform vendors for incident handling and RCAs.
• Gather requirements with stakeholders and translate them into technical solutions with estimations.
• Test changes, support validation, and manage releases with rollback procedures.
• Recommend architecture improvements to improve reliability and maintenance.

Skills

Cloud contact-center platform

Call routing

IVR configuration

CRM integration

Production support

Requirements gathering

English communication

On-call readiness

Job description

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

You will design IVR flows, call routing, and Salesforce integrations, deliver production support, and gather requirements from stakeholders. This remote role requires 4+ years of engineering experience in contact-center or enterprise telephony, cloud CC platform expertise, and availability in US Central Time with strong English