Senior CCaaS Engineer: Amazon Connect & AI Solutions
Presidio Networked Solutions, LLC
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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 other platforms.
You will architect complex, multi-site engagements, write production code, and instrument AI agents with scalable, enterprise-ready integrations. You will collaborate with consulting teams to deliver resilient contact center architectures, secure access control patterns, and high-availability deployments using best practices in CICD
Qualifications
- 3+ years designing, deploying, and supporting CCaaS solutions on enterprise platforms.
- Experience delivering Amazon Connect (production) engagements.
- Hands-on with AWS services and IaC.
- Experience integrating CCaaS with CRM/WFM systems.
Responsibilities
- Lead end-to-end delivery of Amazon Connect engagements across multi-site environments.
- Design contact flows, queues, hours of operation, and agent workspace configurations.
- Develop and tune AI agents and integration with enterprise systems.
- Architect omnichannel experiences across voice, chat, email, SMS, and messaging channels.
- Collaborate with consulting teams and customers to deliver scalable, reusable solutions.
Skills
Education
Tools
Job description
Presidio is seeking a Sr. Contact Center Engineer to lead design, implementation, and support of advanced CCaaS solutions across Amazon Connect and other platforms.
You will architect complex, multi-site engagements, write production code, and instrument AI agents with scalable, enterprise-ready integrations. You will collaborate with consulting teams to deliver resilient contact center architectures, secure access control patterns, and high-availability deployments using best practices in CICD
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