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 need

📌 Senior Contact Center Engineer (Villa Adelina)
🏢 AgileEngine
📍 Villa Adelina