Senior Contact Center Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Presidio

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

🤖 Artificial Intelligence

💰 Private equity on 2011-05

Consulting • Logistics • Artificial Intelligence

<Presidio> is a global technology services and solutions provider that designs, implements, and manages agile, secure digital platforms for enterprise customers. It helps organizations accelerate digital transformation through cloud migration and management, AI and data engineering, cybersecurity, networking and infrastructure, collaboration, and managed lifecycle services. Presidio also offers procurement, financing and consumption models, industry-specific solutions, and operational support for regulated and public sector clients.

📋 Description

• Lead end-to-end Amazon Connect engagements including discovery, architecture, design, build, migration, testing, cutover, and hypercare • Design and build contact flows, routing profiles, queues, quick connects, hours of operation, and agent workspace configurations • Implement and tune Amazon Connect features including Contact Lens, Connect Cases, Customer Profiles, Outbound Campaigns, step-by-step guides, Connect Tasks, and analytics data lakes • Architect omnichannel experiences across voice, chat, email, SMS, WhatsApp, and Apple Messages for Business • Design telephony and carrier integrations including SIP, Amazon Chime SDK Voice Connector, carrier onboarding, number porting, and external voice transfer • Build resilient and scalable multi-region architectures with capacity planning and disaster recovery runbooks • Design, build, and deploy AI agents in Amazon Connect across voice and digital channels with escalation paths to human agents • Develop agent tooling and action groups exposing enterprise APIs, Lambda functions, and CRM/WFM systems as agent-callable tools • Implement RAG patterns using Amazon Bedrock Knowledge Bases and vector stores such as OpenSearch Serverless or Amazon Kendra • Build production-grade agentic runtimes with Amazon Bedrock AgentCore and integrate them into Connect flows • Deliver low-latency conversational voice using Amazon Lex V2 streaming bots and Amazon Nova foundation models • Instrument, evaluate, and improve AI agent performance using traces, dashboards, and quality metrics • Apply responsible AI practices including 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 • Write production-quality serverless code in Python, Node.js, Java, or JavaScript • Define infrastructure as code and build CI/CD pipelines across sandbox, development, staging, and production • Integrate Amazon Connect with CRM and WFM platforms via CTI adapters, embedded applications, and custom APIs • Build automated testing and monitoring for contact flows and AI agents • Design and implement Cisco Webex Contact Center solutions and digital channels • Support migrations from Cisco UCCE/PCCE and legacy platforms to Webex Contact Center • Design and implement Genesys Cloud CX solutions, routing, agent desktop configuration, administration, self-service, and AI capabilities • Integrate Genesys Cloud with CRM, WFM, and telephony environments • Serve as a trusted advisor and technical escalation point for enterprise clients • Mentor engineers, lead design reviews, and set internal CCaaS and AI delivery standards • Support pre-sales through scoping, estimates, statements of work, demonstrations, and proof-of-concept builds • Contribute to internal accelerators, tooling, and reusable intellectual property • Collaborate with the National Contact Center team and partner vendors • Document as-built designs, runbooks, and knowledge-transfer materials

🎯 Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field — or equivalent professional and/or military experience • 3+ years designing, deploying, and supporting contact center technology solutions on enterprise CCaaS platforms • 3+ years delivering production Amazon Connect implementations • Deep hands-on expertise across AWS Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway, and Kinesis • Experience building generative and agentic AI workflows for contact centers using Amazon Bedrock, Amazon Lex V2, and modern foundation models • Experience with RAG, tool/function calling, guardrails, and evaluation of agent output quality • Software development experience in Python, Node.js, Java, or JavaScript • Working knowledge of infrastructure as code and deployment automation using CloudFormation, CDK, SAM CLI, Terraform, and AWS CLI • 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 • Knowledge of SAML, OAuth 2.0, OIDC, Amazon Cognito, IAM Identity Center, or equivalent enterprise identity providers • Knowledge of 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 • Strong written and verbal communication, active listening, and presentation skills • Analytical and consultative skills and ability to apply solutions, technology, and products to business opportunities • Ability to work well with others and operate independently in ambiguous client environments • Ability to learn new technologies and adhere to industry and Presidio standards • Ability to travel to client sites as required, typically less than 25% • Preferred experience with Cisco Webex Contact Center • Preferred experience with Genesys Cloud CX • Experience with self-service and AI capabilities on secondary platforms • Experience integrating Webex Contact Center or Genesys Cloud with enterprise CRM and WFM systems • Experience delivering cross-platform migrations between legacy or competing CCaaS platforms • Background with legacy Cisco contact center platforms such as UCCE/PCCE, CVP, Finesse, or CUCM • Professional services, consulting, or systems integrator experience with billable delivery expectations • Vertical experience in healthcare, financial services, retail, or public sector • Familiarity with HIPAA, PCI-DSS, or FedRAMP compliance requirements • Experience with SQL and contact center data models • Proficiency with server virtualization and hybrid cloud architectures

🏖️ Benefits

• Ability to work remotely • Ability to travel to client sites as required, typically less than 25% • Professional growth and development through work with generative AI, cloud solutions, cybersecurity, networking, digital transformation, and cloud computing • Equal opportunity employment • Reasonable accommodations for individuals with disabilities