Senior Contact Center Engineer

🔥 14 hours 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%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 from discovery and architecture through design, build, migration, testing, cutover, and hypercare • Design and build contact flows, routing profiles, queues, quick connects, operating hours, and agent workspaces • 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, SIP, Amazon Chime SDK Voice Connector, carrier onboarding, number porting, and external voice transfer • Build resilient and scalable multi-region architectures, capacity plans, and disaster recovery runbooks • Design, build, and deploy agentic AI solutions in Amazon Connect with human escalation paths • Develop agent tools and action groups integrating enterprise APIs, Lambda, CRM, and WFM systems • Implement RAG patterns with Amazon Bedrock Knowledge Bases and vector stores • Build production-grade runtimes with Amazon Bedrock AgentCore and integrate them into Connect flows • Deliver low-latency conversational voice using Amazon Lex V2 and Amazon Nova models • Define infrastructure as code and CI/CD pipelines across sandbox, development, staging, and production • Integrate Amazon Connect with Salesforce, ServiceNow, Microsoft Dynamics, NICE, Verint, and Calabrio • Design and implement Cisco Webex Contact Center solutions and digital channels • Deploy Webex conversational self-service and support migrations from legacy Cisco platforms • Advise enterprise clients and serve as a technical escalation point • Mentor engineers, lead design reviews, and establish CCaaS and AI delivery standards • Support pre-sales scoping, 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 or equivalent experience and/or military experience • 3+ years designing, deploying, and supporting contact center technology solutions • 2+ years delivering production Amazon Connect implementations • Deep hands-on expertise with Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway, and Kinesis • Working knowledge of CloudFormation, CDK, SAM CLI, Terraform, AWS CLI, and multi-environment deployment pipelines • Strong written and verbal communication, active listening, and presentation skills • Analytical and consultative skills, with ability to apply technology and products to business opportunities • Ability to work collaboratively and independently in ambiguous client environments • Ability to travel to client sites as required, typically less than 25% • Must be a US Citizen • Preferred: 2+ years hands-on with Cisco Webex Contact Center • Preferred experience with Genesys Cloud CX or Five9 • Nice to have: legacy Cisco contact center platforms and cloud migrations • Preferred AWS, Cisco, Genesys Cloud, or Five9 certifications • Preferred professional services, consulting, or systems integrator experience • Preferred SQL and contact center data model experience • Preferred server virtualization and hybrid cloud architecture proficiency

🏖️ Benefits

• Equal Opportunity Employer • Reasonable accommodations for individuals with disabilities • Priority referrals for protected veterans • Rolling-basis application acceptance