Senior CCaaS Engineer: AI-Driven Contact Center
Presidio, Inc
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Job summary
Presidio is seeking a Sr. Contact Center Engineer to lead the design, implementation, and support of advanced CCaaS solutions across multiple platforms, with primary depth in Amazon Connect.
You will own technical outcomes on complex engagements, architecting solutions, writing code, and guiding AI-enabled contact center initiatives. You will work across Amazon Connect, Webex, and Genesys, building scalable, resilient architectures and driving delivery excellence while mentoring engineers and
Qualifications
- Bachelor’s degree in Computer Science, Engineering, or related field.
- 3+ years designing, deploying, and supporting CCaaS solutions.
- Experience with AWS, Lambda, S3, IAM, CloudWatch, API Gateway.
Responsibilities
- Lead end-to-end delivery of Amazon Connect engagements across complex, multi-site environments.
- Design and build contact flows, queues, hours of operation, and agent workspace configurations.
- Architect omnichannel experiences across voice, chat, email, SMS, and messaging channels.
- Integrate contact centers with enterprise CRM/WFM systems (Salesforce, ServiceNow, Dynamics, NICE, Verint, Calabrio).
- Mentor engineers and set internal standards for CCaaS and AI-driven delivery.
- Support pre-sales scoping, estimates, and proof-of-concept builds.
Skills
Education
Tools
Job description
Presidio is seeking a Sr. Contact Center Engineer to lead the design, implementation, and support of advanced CCaaS solutions across multiple platforms, with primary depth in Amazon Connect.
You will own technical outcomes on complex engagements, architecting solutions, writing code, and guiding AI-enabled contact center initiatives. You will work across Amazon Connect, Webex, and Genesys, building scalable, resilient architectures and driving delivery excellence while mentoring engineers and
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