Senior Contact Center Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee comprehensive Amazon Connect engagements encompassing discovery, architecture, design, construction, migration, testing, cutover, and hypercare.

• Create and configure contact flows, routing profiles, queues, quick connects, hours of operation, and agent workspace setups.

• Deploy and optimize Amazon Connect features such as Contact Lens, Connect Cases, Customer Profiles, Outbound Campaigns, step-by-step guides, Connect Tasks, and analytics data lakes.

• Design omnichannel experiences integrating voice, chat, email, SMS, WhatsApp, and Apple Messages for Business.

• Develop telephony and carrier integrations including SIP, Amazon Chime SDK Voice Connector, carrier onboarding, number porting, and external voice transfer.

• Construct robust and scalable multi-region architectures with capacity planning and disaster recovery documentation.

• Design, build, and implement AI agents in Amazon Connect across voice and digital platforms, ensuring escalation paths to human agents.

• Create agent tooling and action groups that leverage enterprise APIs, Lambda functions, and CRM/WFM systems as accessible tools for agents.

• Implement RAG patterns utilizing Amazon Bedrock Knowledge Bases and vector storage solutions like OpenSearch Serverless or Amazon Kendra.

• Establish production-grade agentic runtimes with Amazon Bedrock AgentCore and integrate them into Connect flows.

• Deliver low-latency conversational voice experiences using Amazon Lex V2 streaming bots and Amazon Nova foundation models.

• Monitor, assess, and enhance AI agent performance through traces, dashboards, and quality metrics.

• Employ responsible AI practices including guardrails, PII redaction, hallucination detection, prompt versioning, human-in-the-loop reviews, and auditable decision trails.

• Create reusable agentic patterns, prompt libraries, and reference architectures.

• Write high-quality serverless code in Python, Node.js, Java, or JavaScript.

• Define infrastructure as code and establish CI/CD pipelines across sandbox, development, staging, and production environments.

• Integrate Amazon Connect with CRM and WFM platforms through CTI adapters, embedded applications, and custom APIs.

• Develop automated testing and monitoring solutions for contact flows and AI agents.

• Design and implement Cisco Webex Contact Center solutions along with digital channels.

• Facilitate migrations from Cisco UCCE/PCCE and legacy systems to Webex Contact Center.

• Design and implement Genesys Cloud CX solutions, including routing, agent desktop setup, administration, self-service, and AI functionalities.

• Integrate Genesys Cloud with CRM, WFM, and telephony environments.

• Act as a trusted advisor and technical escalation resource for enterprise clients.

• Mentor engineers, lead design reviews, and establish internal CCaaS and AI delivery standards.

• Assist in pre-sales efforts 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 discipline — or equivalent professional and/or military experience.

• 3+ years of experience in designing, deploying, and supporting contact center technology solutions on enterprise CCaaS platforms.

• 3+ years of experience delivering production Amazon Connect implementations.

• In-depth hands-on expertise with AWS Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway, and Kinesis.

• Experience in creating generative and agentic AI workflows for contact centers using Amazon Bedrock, Amazon Lex V2, and contemporary foundation models.

• Familiarity with RAG, tool/function calling, guardrails, and assessing the quality of agent output.

• Software development experience in Python, Node.js, Java, or JavaScript.

• Working knowledge of infrastructure as code and deployment automation with CloudFormation, CDK, SAM CLI, Terraform, and AWS CLI.

• Experience in 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.

• Understanding of SAML, OAuth 2.0, OIDC, Amazon Cognito, IAM Identity Center, or similar 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 skills, active listening abilities, and presentation skills.

• Analytical and consultative capabilities, with the ability to apply solutions, technology, and products to business opportunities.

• Ability to collaborate effectively with others and operate independently in ambiguous client environments.

• Eagerness to learn new technologies and adhere to industry and Presidio standards.

• Willingness to travel to client locations as needed, typically less than 25%.

• Preferred experience with Cisco Webex Contact Center.

• Preferred experience with Genesys Cloud CX.

• Experience with self-service and AI functionalities on secondary platforms.

• Experience integrating Webex Contact Center or Genesys Cloud with enterprise CRM and WFM systems.

• Experience executing cross-platform migrations between legacy or competing CCaaS platforms.

• Background with legacy Cisco contact center platforms such as UCCE/PCCE, CVP, Finesse, or CUCM.

• Experience in professional services, consulting, or systems integration with billable delivery expectations.

• Industry experience in healthcare, financial services, retail, or public sector.

• Familiarity with HIPAA, PCI-DSS, or FedRAMP compliance requirements.

• Proficiency in SQL and contact center data models.

• Competence in server virtualization and hybrid cloud architectures.

🏝️ Benefits

• Opportunity for remote work.

• Ability to travel to client sites as needed, typically less than 25%.

• Professional growth and development through engagement with generative AI, cloud solutions, cybersecurity, networking, digital transformation, and cloud computing.

• Commitment to equal opportunity employment.

• Provision of reasonable accommodations for individuals with disabilities.