Senior Contact Center Engineer ID95138

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.