Sr. Contact Center Engineer

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, Where Teamwork and Innovation Shape the Future

At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting‑edge digital solutions and next‑generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

The Role

Presidio is seeking a Sr. Contact Center Engineer to join our Contact Center team. In this role you will have responsibility for the design, implementation, and support of advanced contact center solutions across multiple CCaaS platforms, with primary depth in Amazon Connect and the AWS ecosystem.

Responsibilities Include

Amazon Connect Delivery (Primary)

• Lead end-to-end delivery of Amazon Connect engagements — discovery, architecture, design, build, migration, testing, cutover, and hypercare — across complex, multi-site, multi-vendor contact center environments.
• Design and build contact flows, flow modules, routing profiles, queues, quick connects, hours of operation, and agent workspace configurations that are maintainable, reusable, and version‑controlled.
• Implement and tune the Amazon Connect feature set, including Contact Lens (conversational analytics, post‑contact summarization, performance evaluations, screen recording), Connect Cases, Customer Profiles, Outbound Campaigns, step‑by‑step guides, Connect Tasks, and the analytics data lake for zero‑ETL reporting.
• Architect omnichannel experiences spanning voice, chat, email, SMS, WhatsApp, and Apple Messages for Business within a unified agent workspace.
• Design telephony and carrier integrations, including SIP, Amazon Chime SDK Voice Connector, third‑party carrier onboarding, number porting, and external voice transfer.
• Build for resilience and scale — multi‑region architectures, Global Resiliency, capacity planning, and disaster recovery runbooks.

Agentic AI Deployment

• Design, build, and deploy AI agents in Amazon Connect that autonomously understand customer intent, reason across steps, invoke tools, and complete transactions across voice and digital channels — with well‑defined escalation paths to human agents.
• Develop agent tooling and action groups that expose enterprise APIs, Lambda functions, and CRM/WFM systems as agent‑callable tools, including MCP‑compatible integrations with IAM- and OAuth‑scoped security boundaries.
• Implement retrieval‑augmented generation (RAG) patterns using Amazon Bedrock Knowledge Bases and vector stores such as OpenSearch Serverless or Amazon Kendra, and curate the knowledge sources that ground agent responses.
• Build production‑grade agentic runtimes with Amazon Bedrock AgentCore (Runtime, Gateway, Memory, Identity, Code Interpreter, Observability) and integrate them directly into Connect flows.
• Deliver low‑latency conversational voice using Amazon Lex V2 streaming bots and Amazon Nova foundation models — including speech‑to‑speech self‑service — and tune turn‑taking, response pacing, barge‑in, and speech controls so interactions feel natural.

Engineering & Automation

• Define infrastructure as code using CloudFormation, CDK, SAM, or Terraform, and build CI/CD pipelines that promote configuration reliably across sandbox, development, staging, and production environments.
• Integrate Amazon Connect with enterprise CRM and WFM platforms — Salesforce, ServiceNow, Microsoft Dynamics, NICE, Verint, Calabrio — via CTI adapters, embedded applications, and custom APIs.

Secondary Platform — Cisco Webex Contact Center

• Design and implement Webex Contact Center solutions using Flow Designer, Webex Connect Flow Builder, Control Hub administration, entry points, queues, teams, and Agent Desktop layouts.
• Deploy conversational self‑service using Webex AI Agent Studio, Virtual Agent V2, and CCAI configurations across voice and digital channels.
• Implement WxCC digital channels — WhatsApp, SMS, email, Facebook Messenger, Apple Messages for Business, and live chat — through Webex Connect.
• Support migrations from Cisco UCCE/PCCE and other legacy platforms to Webex Contact Center.

Consulting & Practice Leadership

• Serve as a trusted advisor and technical escalation point for enterprise clients, translating business outcomes into defensible technical designs.
• Mentor engineers, lead design reviews, and set internal standards for CCaaS and AI‑driven delivery across the practice.
• Support pre‑sales as needed — scoping, level of effort, statements of work, demonstrations, and proof‑of‑concept builds.
• Contribute to Presidio’s internal accelerators, tooling, and reusable intellectual property.
• Collaborate with Presidio’s National Contact Center team and partner vendors to deliver cohesive, multi‑platform solutions.
• Document as you go — as‑built designs, runbooks, and knowledge transfer materials that leave clients self‑sufficient.

Required Skills And Professional Experience

• Bachelor's Degree or equivalent experience and / or military experience
• 3+ years designing, deploying, and supporting contact center technology solutions, including 2+ years delivering production Amazon Connect implementations.
• Deep hands‑on expertise across the AWS ecosystem: Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway, and Kinesis.
• Working knowledge of infrastructure as code and deployment automation — CloudFormation, CDK, SAM CLI, Terraform, AWS CLI — and experience promoting changes through multi‑environment pipelines.
• Strong written and verbal communication, active listening, and presentation skills — with the consultative instincts to translate technical depth into executive‑level recommendations.
• Ability to demonstrate analytical and consultative skills, and to apply solutions, technology, and products to a business opportunity.
• Ability to work well with others, operate independently in ambiguous client environments, and a genuine desire to learn new technologies.
• Adhere to best practices as set forth by industry and Presidio standards.
• Ability to travel to client sites as required (typically less than 25%).
• Must be a US Citizen

Preferred Skills And Professional Experience

• 2+ years hands‑on with Cisco Webex Contact Center — Flow Designer, Webex Connect, Webex AI Agent Studio, Control Hub, and WxCC digital channels.
• Experience with Genesys Cloud CX or Five9 — architecture, administration, flow/script development, or migration delivery. Nice to have, not required.
• Background with legacy Cisco contact center platforms (UCCE/PCCE, CVP, Finesse, CUCM) and migration paths to cloud.
• AWS certifications — Solutions Architect Professional, DevOps Engineer Professional, Machine Learning Specialty, or AI Practitioner.
• Cisco certifications — Cisco Certified Specialist – Webex Contact Center (CLCCE, exam 300‑830) or CCNP Collaboration.
• Genesys Cloud or Five9 platform certifications.
• Prior experience in a professional services, consulting, or systems integrator environment, working to billable delivery expectations.
• Experience with SQL and contact center data models for custom reporting and analytics.
• Proficiency with server virtualization and hybrid cloud architectures.

Your future at Presidio

Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI‑driven analytics, cloud solutions, cybersecurity, and next‑gen infrastructure, we enable businesses to stay ahead in an ever‑evolving digital world.

Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data‑driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next‑together.

About Presidio

Applications will be accepted on a rolling basis.

Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.

Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.

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