Senior Contact Center Engineer

Presidio • ,

2d • Remote

About The Position

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. This is a senior, client-facing delivery role. You will own the technical outcome on complex, multi-site engagements — architecting solutions, writing the code that makes them work, and serving as the escalation point when they don’t. You will also help shape how our practice delivers agentic AI in the contact center: designing AI agents that autonomously resolve customer intents, integrating them with enterprise systems, and instrumenting them so their performance can be measured and improved rather than assumed. Presidio delivers across Amazon Connect, Cisco Webex Contact Center, Genesys, and Five9. Platform breadth is a genuine differentiator for us, and we invest in engineers who want to build it.

Requirements

• 3+ years designing, deploying, and supporting contact center technology solutions on enterprise CCaaS platforms, including 3+ 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.
• Demonstrated experience building generative and agentic AI workflows for the contact center using Amazon Bedrock, Amazon Lex V2, and modern foundation models — including RAG, tool/function calling, guardrails, and evaluation of agent output quality.
• Experience with software development in Python, Node.js, Java, or JavaScript, writing custom applications that interact with multiple APIs.
• Working knowledge of infrastructure as code and deployment automation — CloudFormation, CDK, SAM CLI, Terraform, AWS CLI — and experience promoting changes through multi-environment pipelines.
• Experience integrating contact center platforms with enterprise CRM and WFM systems such as Salesforce, ServiceNow, Dynamics, NICE, Verint, or Calabrio.
• Solid grasp of security and access control patterns: SAML, OAuth 2.0, OIDC, Amazon Cognito, IAM Identity Center or equivalent enterprise identity providers, and least-privilege design for agent-to-tool delegation.
• Practical understanding of omnichannel design, third-party WFO platforms, telephony and carrier concepts, SIP, and contact center reporting and analytics — including how these patterns differ across cloud contact center platforms.
• 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%).

Nice To Haves

• Hands-on delivery experience with Cisco Webex Contact Center — Flow Designer, Webex Connect Flow Builder, Control Hub administration, entry points, queues and teams, Agent Desktop layouts, and WxCC digital channels. Preferred, not required.
• Hands-on delivery experience with Genesys Cloud CX — Architect flows, queues and skills-based/predictive routing, Agent Desktop and platform administration, Platform API and data action integrations, and BYOC/SIP telephony. Preferred, not required.
• Experience with self-service and AI capabilities on the secondary platforms — Webex AI Agent Studio and Virtual Agent V2, Genesys Bot Flows, Digital Bot Flows, and Agent Copilot, or comparable virtual-agent tooling.
• Experience integrating Webex Contact Center or Genesys Cloud with enterprise CRM and WFM systems, and delivering cross-platform migrations between legacy or competing CCaaS platforms.
• Background with legacy Cisco contact center platforms (UCCE/PCCE, CVP, Finesse, CUCM) and migration paths to cloud.
• Prior experience in a professional services, consulting, or systems integrator environment, working to billable delivery expectations.
• Vertical experience in healthcare, financial services, retail, or public sector, including familiarity with HIPAA, PCI-DSS, or FedRAMP compliance requirements.
• Experience with SQL and contact center data models for custom reporting and analytics.
• Proficiency with server virtualization and hybrid cloud architectures.

Responsibilities

• 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.
• 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.
• Instrument, evaluate, and continuously improve AI agent performance using AI agent traces and the AI agent performance dashboard — goal success rate, faithfulness, tool selection accuracy, containment, escalation rate, and customer feedback — and translate those metrics into concrete design changes.
• Apply responsible AI practices in production: guardrails, PII redaction, hallucination detection, prompt versioning, human-in-the-loop review, and auditable decision trails.
• Establish reusable agentic patterns, prompt libraries, and reference architectures that the broader practice can deploy repeatedly.
• Write production-quality serverless code — Python, Node.js, Java, or JavaScript — that orchestrates multiple APIs and AWS services.
• 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.
• Build automated testing and monitoring for contact flows and AI agents so regressions are caught before customers find them.
• 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.
• Design and implement Genesys Cloud CX solutions — Architect flows, queues and routing, skills-based and predictive routing, Agent Desktop configuration, and platform administration.
• Deploy Genesys Cloud self-service and AI capabilities — Genesys Bot Flows, Digital Bot Flows, Agent Copilot, and knowledge-based virtual agents across voice and digital channels.
• Integrate Genesys Cloud with enterprise CRM, WFM, and telephony environments via Platform APIs, data actions, BYOC/SIP trunking, and embedded framework clients — including migrations from legacy on-premises platforms.
• 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.

Benefits

• Presidio is committed to hiring the most qualified candidates to join our amazing culture.
• We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities.
• We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio.
• Diversity of skills and thought is a key component to our business success.
• Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior