Senior Contact Center Engineer

Presidio

. Lead end-to-end Amazon Connect engagements including discovery, architecture, design, build, migration, testing, cutover, and hypercare .

Posted 9/17/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and implementing Amazon Connect solutions, including AI workflows and omnichannel experiences. Proficient in integrating contact center technologies with CRM and WFM systems while adhering to industry standards and best practices.

Highest-signal resume keywords

Amazon Connect ImplementationAWS LambdaPython DevelopmentOmnichannel DesignContact Center Integration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Amazon ConnectAWS LambdaPythonNode.jsJavaCloudFormationTerraformSQLContact Center TechnologyAI Workflows

Soft Skills

Strong CommunicationAnalytical SkillsConsultative SkillsActive ListeningPresentation Skills

Tools & Technologies

Amazon BedrockAmazon Lex V2SIPCRM SystemsWFM SystemsCloudWatchEventBridgeStep FunctionsAPI GatewayKinesis

Industry Keywords

CCaaSTelephonyOmnichannelHIPAAPCI-DSSFedRAMPHealthcareFinancial ServicesRetailPublic Sector

Tech Stack

Tools & technologies

AWSCloudDynamoDBJavaJavaScriptNode.jsPythonServiceNowSQLTerraform

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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