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Senior Contact Center Engineer
iRhythm Technologies
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.
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
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Welcome to AgileEngine!
FAQ
Have any questions?
We are a remote-first company, so all our positions are remote. Schedules are flexible, but the main requirement is to have an overlap with your client’s schedule to ensure smooth collaboration. Specific details depend on the project and are discussed during the interview process.
We look for Upper-Intermediate (B2) proficiency or higher. Since you will be collaborating with international teams and global clients (including Fortune 500 companies), English is a part of your daily work.
It depends on your location. We provide equipment in Ukraine, Poland, Argentina, Colombia, Mexico, Brazil, Guatemala, Portugal, Spain, and India. In the USA, equipment is usually provided by the client; otherwise, you will be expected to use your own setup.
We support continuous growth through personalized development paths tailored to each expert. Also, you can expect:
- An annual learning and development budget
- Internal workshops, tech talks, and mentorship programs
- Opportunities to switch projects or grow into new roles over time
Teams vary by project, but you’ll usually work with a mix of experts across different fields, along with a delivery or project manager who supports collaboration and onboarding.
For day-to-day work, teams commonly use tools like Jira and Google Workspace, along with communication platforms such as Google Chat. Depending on the client, you may also work with Slack, Confluence, Notion, or similar tools.
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