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

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Presidio is a global IT solutions and services firm that designs, implements, and manages agile, secure digital platforms to help enterprise customers accelerate digital transformation. Its offerings include cloud migration and modern platforms, managed services, AI and data analytics (including agentic and private AI), cybersecurity, networking, collaboration, and lifecycle/finops and procurement/consumption financing. Presidio serves regulated and enterprise sectors such as healthcare, media & entertainment, finance, public sector and utilities.

📋 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, operating hours, 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, capacity plans, and disaster recovery runbooks • Design, build, and deploy agentic AI in Amazon Connect with escalation paths to human agents • Develop agent tooling and action groups integrating enterprise APIs, Lambda functions, CRM, and WFM systems • Implement RAG using Amazon Bedrock Knowledge Bases and vector stores such as OpenSearch Serverless or Amazon Kendra • Build agentic runtimes with Amazon Bedrock AgentCore and integrate them into Connect flows • Deliver 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 review, and auditable decision trails • Establish reusable agentic patterns, prompt libraries, and reference architectures • Write production-quality serverless code and define infrastructure as code • Build CI/CD pipelines across sandbox, development, staging, and production • Integrate contact center platforms with CRM and WFM systems • Build automated testing and monitoring for contact flows and AI agents • Design and implement Cisco Webex Contact Center and Genesys Cloud CX solutions • Support migrations from legacy and on-premises contact center platforms • 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 activities including scoping, statements of work, demonstrations, and proof-of-concept builds • Collaborate with Presidio’s 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 using Amazon Bedrock, Amazon Lex V2, and modern foundation models, including RAG, tool/function calling, guardrails, and agent-output evaluation • 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, and least-privilege design • Understanding of omnichannel design, third-party WFO platforms, telephony and carrier concepts, SIP, contact center reporting, and analytics • Strong written and verbal communication, active listening, and presentation skills • Analytical and consultative skills with ability to apply solutions, 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% • Preferred experience with Cisco Webex Contact Center and Genesys Cloud CX • Preferred experience with Webex and Genesys self-service and AI capabilities • Preferred experience with legacy Cisco contact center platforms and cloud migration paths • Preferred professional services, consulting, or systems integrator experience • Preferred vertical experience in healthcare, financial services, retail, or public sector, including HIPAA, PCI-DSS, or FedRAMP • Preferred SQL and contact center data-model experience • Preferred server virtualization and hybrid cloud architecture proficiency

🏖️ Benefits

• Remote work • Travel typically less than 25% • Equal opportunity employer • Reasonable accommodations for individuals with disabilities • Opportunity to work with generative AI, cloud solutions, cybersecurity, networking, digital transformation, and cloud computing • Opportunity to contribute to internal accelerators, tooling, and reusable intellectual property • Mentoring and practice leadership opportunities