The RolePresidio 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.
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.
