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.

The mandatory requirements are 4+ years of engineering experience, cloud contact-center platform experience, call routing and IVR configuration, CRM or enterprise application integration, availability in US Central Time, and strong English communication skills.

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.

Must haves
• 4

📌 Contact Center Engineer (México)
🏢 Agileengine
📍 México