The Contact Center Automation Engineer is responsible for the design, configuration, and optimization of contact center technology solutions, including dialer systems, CRM integrations, IVR workflows, and automation tools.  This position ensures high-performance dialer campaigns, optimal inbound call routing, and seamless CRM functionality, supporting contact center leadership in achieving key performance goals through technology innovation and best practices.

1. Partner with management to identify, define, and implement strategies that improve dialer performance and service levels using analytics and trend monitoring. 
2. Design and maintain CRM and dialer integrations to optimize lead flow, campaign segmentation, and customer experience. 
3. Research, evaluate, and implement automation technologies aligned with company objectives. 
4. Configure and manage outbound/inbound dialer campaigns, IVR routing, and call flows; ensure campaign schedules and penetration targets are achieved. 
5. Oversee day-to-day system performance; propose enhancements based on data insights. 
6. Lead implementation and configuration of automated workflows within the contact center’s technology stack (QM, IVR, CRM, Reporting, Speech Analytics, etc.). 
7. Collaborate with developers and QA teams to ensure continuous improvement and high-quality automation solutions. 
8. Provide end-user training and technical support for contact center applications and related tools. 
9. Troubleshoot and resolve system issues affecting dialer performance or CRM integrations. 
10. Maintain documentation of processes, configurations, and policies to standardize technology operations. 
11. Participate in IT security, system maintenance, and disaster recovery planning. 
12. Contribute to cross-departmental projects requiring telephony, CRM, or automation expertise.. 

Professional Qualification Requirements:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements that follow are representative of knowledge, skills and/or abilities required.  

Work Experience 

Minimum of 5 years’ experience managing contact center systems, including dialer configuration, IVR design, CRM integrations, and telephony platform administration. 

Proven track record of designing and implementing contact center solutions, tightly integrated with industry-leading CRM offerings 

Contact center experience (and experience in enterprise contact center platforms like Genesys, NICE CXone, Five9, or Avaya 

Knowledge/Skills/Abilities 

Strong analytical skills with a data-driven approach to problem-solving. 

Strong data analyst skills, experience with no-code / low-code integration frameworks, and proven IVR scripting skills 

Highly skilled in API integrations 

IVR and ACD development skills 

Familiarity with contact center telephony, SIM boxes, and cloud-based CRM tools. 

Ability to work independently, manage multiple priorities, and deliver deadlines. 

Excellent communication and documentation skills in English (required) and Spanish (bonus). 

Attitude and Behaviours 

Self-motivated and proactive with a strong sense of ownership. 

Technically curious, detail-oriented, and data-driven. 

Discreet with confidential information. 

Reliable, ethical, and team-oriented. 

Working Environment: 

The position may be in-person or remote from Latin America, Belize or the Caribbean preferably from a country with direct flights to Belize (e.g., Panama, Mexico, Colombia). 

Requires travel to Belize as needed 

Standard office equipment provided; hybrid or remote work setup supported. 

Expected work schedule: Full-time (minimum 45 hours per week).