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

🏥 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, SIP connectivity, number porting, and external voice transfer • Build resilient, scalable architectures including multi-region designs, Global Resiliency, capacity planning, and disaster recovery runbooks • Design, build, and deploy agentic AI solutions in Amazon Connect with escalation paths to human agents • Develop agent tooling and action groups integrating enterprise APIs, Lambda, CRM, and WFM systems • Implement RAG patterns using 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 • Define infrastructure as code and CI/CD pipelines across multiple environments • Integrate Amazon Connect with CRM and WFM platforms including Salesforce, ServiceNow, Microsoft Dynamics, NICE, Verint, and Calabrio • Design and implement Cisco Webex Contact Center solutions and digital channels • Deploy conversational self-service using Webex AI Agent Studio, Virtual Agent V2, and CCAI • Support migrations from Cisco UCCE/PCCE and other legacy platforms • Advise enterprise clients and serve as a technical escalation point • Mentor engineers, lead design reviews, and establish internal CCaaS and AI delivery standards • Support pre-sales activities including scoping, statements of work, demonstrations, and proofs of concept • 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 AWS 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 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% • Must be a US Citizen • Preferred: 2+ years hands-on with Cisco Webex Contact Center • Experience with Genesys Cloud CX or Five9 • Background with legacy Cisco contact center platforms and cloud migrations • AWS, Cisco, Genesys Cloud, or Five9 certifications preferred • Professional services, consulting, or systems integrator experience • Experience with SQL and contact center data models • Proficiency with server virtualization and hybrid cloud architectures

🏖️ Benefits

• Equal Opportunity Employer • Reasonable accommodations for individuals with disabilities • Generous culture of collaboration, innovation, and professional growth • Opportunities to work with generative AI, cloud solutions, cybersecurity, networking, digital transformation, and next-generation infrastructure • Global client and partner exposure • Applications accepted on a rolling basis