Senior Contact Center Architect, AWS & AI

Presidio; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Presidio in the United States seeks a Sr. Contact Center Engineer to design, implement, and support advanced CCaaS solutions across multiple platforms, with primary depth in Amazon Connect and the AWS ecosystem.

You will architect omnichannel experiences, integrate telephony and CRM, and ensure resilient, scalable deployments across regions while mentoring engineers and collaborating with clients.

Qualifications

• Experience delivering production Amazon Connect implementations.
• Strong AWS ecosystem knowledge: Lambda, S3, DynamoDB, IAM.
• Experience with IaC and deployment pipelines.

Responsibilities

• Lead end-to-end delivery of Amazon Connect engagements across multi-site environments.
• Design and build contact flows, routing profiles, queues, hours, and agent workspaces.
• Implement and tune Connect features like Contact Lens, Connect Cases, Customer Profiles, and analytics data lake.
• Architect omnichannel experiences spanning voice, chat, email, SMS, WhatsApp, and Apple Messages for Business.
• Design telephony and carrier integrations; manage porting and external transfers.
• Build for resilience and scale with multi-region architectures and disaster recovery runbooks.
• Develop agentic AI solutions within Amazon Connect and integrate with enterprise systems.
• Provide mentoring, design reviews, and pre-sales support; contribute to internal accelerators.

Skills

Amazon Connect

CCaaS

AWS

Scripting/Automation

Communication

Education

Bachelor's Degree or equivalent

Tools

Salesforce

ServiceNow

Microsoft Dynamics

Job description

Presidio in the United States seeks a Sr. Contact Center Engineer to design, implement, and support advanced CCaaS solutions across multiple platforms, with primary depth in Amazon Connect and the AWS ecosystem.

You will architect omnichannel experiences, integrate telephony and CRM, and ensure resilient, scalable deployments across regions while mentoring engineers and collaborating with clients.