Senior Contact Center Engineer

Senior Contact Center Engineer

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.

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

• Growth without limits: build your skills through mentorship, internal TechTalks, challenging projects, and a dedicated annual learning budget
• Competitive compensation: get recognition that reflects your skills and impact, with regular performance and compensation reviews
• Flexibility: work 100% remotely with flexible hours that support focus, autonomy, and a healthy work rhythm
• Meaningful, modern projects: build impactful products using modern technologies alongside global teams and leading brands
• Collaborative culture: join a supportive environment with zero micromanagement where ideas are welcomed and contributions are recognized
• Well-being & support: access local well-being programs and people-focused support tailored to your location