Senior CCaaS Engineer (Amazon Connect & AI)

Presidio

United States

On-site

USD 120,000 - 180,000

Full time

14 days+

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Job summary

Presidio is seeking a Sr. Contact Center Engineer to lead design, implementation, and support of advanced CCaaS solutions across Amazon Connect and the AWS ecosystem. You will architect multi-site engagements, develop AI-enabled agents, and integrate with enterprise systems to deliver measurable business outcomes.

The role is client-facing, senior in scope, and focuses on scalable, resilient contact center architectures with a strong emphasis on AI, data analytics, and security practices.

Qualifications

3+ years designing, deploying CCaaS solutions
Deep AWS ecosystem experience
Experience with AI workflows for contact centers
Proficient in Python, Node.js, Java or JavaScript
Ability to travel to client sites (<25%)

Responsibilities

Lead end-to-end Amazon Connect engagements across multi-site environments.
Design contact flows, routing profiles, queues, hours, and agent workspace configurations.
Architect omnichannel experiences across voice, chat, email, SMS, and apps.
Develop agent-centric AI workflows using Amazon Bedrock, Lex V2, and related tools.
Integrate CCaaS with CRM/WFM systems via CTI adapters and APIs.

Skills

CCaaS delivery

AI for contact center

Security & IAM

Python/Node.js/Java

CI/CD

Education

Bachelor's degree in CS/Engineering

Tools

Amazon Connect

AWS services (Lambda, S3, DynamoDB, IAM)

CloudWatch

EventBridge

Step Functions

API Gateway

Kinesis

Salesforce

ServiceNow

Dynamics

Job description

The role is client-facing, senior in scope, and focuses on scalable, resilient contact center architectures with a strong emphasis on AI, data analytics, and security practices.

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