Senior CCaaS Engineer: AI-Powered Contact Center Architect

Presidio, Inc.

New York (NY)

On-site

USD 120,000 - 170,000

Full time

6 days ago

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Job summary

Presidio is seeking a Sr. Contact Center Engineer to design, implement, and support advanced CCaaS solutions with primary depth in Amazon Connect and the AWS ecosystem.

You will own technical outcomes on complex, multi-site engagements, architecting solutions, writing code, and guiding AI agent deployments in contact centers. This is a senior, client‑facing role where you’ll shape delivery across Amazon Connect, Cisco Webex, Genesys, and Five9, building scalable, resilient architectures and

Qualifications

Bachelor's degree in Computer Science, Engineering, or a related field.
3+ years designing, deploying, and supporting CCaaS solutions, including Amazon Connect.
Hands-on expertise across AWS: Lambda, S3, IAM, CloudWatch, etc.
Experience integrating CCaaS with enterprise CRM/WFM systems.

Responsibilities

Lead end-to-end delivery of Amazon Connect engagements across complex environments.
Architect omnichannel experiences (voice, chat, email, SMS) in a unified agent workspace.
Design and implement AI agent patterns using Amazon Bedrock, Lex V2, and related tools.
Develop integration patterns with CRM/WFM systems and third‑party telephony vendors.
Mentor engineers and contribute to Presidio accelerators and reusable IP.

Skills

Amazon Connect

CCaaS platforms

Python/Node.js/Java

Client-facing delivery

Education

Bachelor's degree in CS or related

Tools

Lambda

IAM

Salesforce

Job description

Presidio is seeking a Sr. Contact Center Engineer to design, implement, and support advanced CCaaS solutions with primary depth in Amazon Connect and the AWS ecosystem.

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