Senior Contact Center Engineer — AI-Driven Cloud CX

Presidio Networked Solutions, LLC; New York (NY); On-site; USD 140,000 - 190,000; Full time

Job summary

Presidio Networked Solutions, LLC seeks a Sr. Contact Center Engineer to lead design, implementation, and support of advanced CCaaS solutions across Amazon Connect and the AWS ecosystem.

This senior, client-facing role owns the technical outcomes on complex engagements, architecting solutions, coding, and guiding AI-enabled deployments in the contact center. Expect multi-site, scalable deployments and collaboration with clients and partners.

Qualifications

• Bachelor's degree or equivalent work experience.
• 3+ years designing and deploying CCaaS solutions.
• 2+ years delivering production Amazon Connect deployments.
• Deep AWS knowledge: Lambda, S3, IAM, DynamoDB.
• Experience with IaC tools: CloudFormation, CDK, Terraform.

Responsibilities

• Lead end-to-end Amazon Connect engagements across multi-site environments.
• Design contact flows, queues, hours, and agent workspace configurations.
• Implement and tune features: Contact Lens, Customer Profiles, Outbound Campaigns.
• Architect omnichannel experiences within a unified agent workspace.
• Design telephony integrations and disaster recovery runbooks.
• Mentor engineers and support pre-sales as needed.

Skills

Amazon Connect

AWS

CCaaS design

Lambda

S3

Terraform/CDK

Education

Bachelor's degree or equivalent experience

Tools

Amazon Connect Flow Designer

Webex Flow Builder

Salesforce CTI adapters

Job description

Presidio Networked Solutions, LLC seeks a Sr. Contact Center Engineer to lead design, implementation, and support of advanced CCaaS solutions across Amazon Connect and the AWS ecosystem.

This senior, client-facing role owns the technical outcomes on complex engagements, architecting solutions, coding, and guiding AI-enabled deployments in the contact center. Expect multi-site, scalable deployments and collaboration with clients and partners.