Senior CCaaS & AI Engineer (Amazon Connect)
Presidio, Inc.
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Job summary
Presidio, Inc. is seeking a Sr. Contact Center Engineer to lead design, implementation, and support of advanced CCaaS solutions with primary depth in Amazon Connect and AWS.
This senior, client-facing role owns the technical outcome on complex engagements, architecting solutions and guiding AI-enabled contact centers. You will work across Amazon Connect, Webex, Genesys, and Five9 platforms, building resilient, scalable, multi-region architectures, and shaping automation and agent AI capabilities
Qualifications
- 3+ years designing, deploying, and supporting contact center technology solutions.
- 2+ years delivering production Amazon Connect implementations.
Responsibilities
- Lead end-to-end delivery of Amazon Connect engagements across multi-site environments.
- Design and build contact flows, routing profiles, queues, and agent workspace configurations.
- Implement and tune features like Contact Lens, Customer Profiles, and outbound campaigns.
- Architect omnichannel experiences across voice, chat, email, SMS, and WhatsApp.
- Design telephony integrations, SIP, and carrier onboarding; ensure resilience and scale.
- Mentor engineers, lead design reviews, and contribute to Presidio accelerators and tooling.
Skills
Education
Tools
Job description
Presidio, Inc. is seeking a Sr. Contact Center Engineer to lead design, implementation, and support of advanced CCaaS solutions with primary depth in Amazon Connect and AWS.
This senior, client-facing role owns the technical outcome on complex engagements, architecting solutions and guiding AI-enabled contact centers. You will work across Amazon Connect, Webex, Genesys, and Five9 platforms, building resilient, scalable, multi-region architectures, and shaping automation and agent AI capabilities
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