Senior Contact Center Engineer

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

📋 Description

• Oversee comprehensive Amazon Connect projects, which include discovery, architecture, design, construction, migration, testing, cutover, and hypercare.

• Create and establish contact flows, routing profiles, queues, quick connects, operating hours, and configurations for agent workspaces.

• Implement and optimize Amazon Connect functionalities, comprising Contact Lens, Connect Cases, Customer Profiles, Outbound Campaigns, step-by-step guides, Connect Tasks, and analytics data lakes.

• Design omnichannel experiences that span 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 transfers.

• Construct resilient and scalable architectures across multiple regions, including capacity planning and disaster recovery runbooks.

• Design, build, and deploy AI capabilities within Amazon Connect, ensuring escalation paths to human agents.

• Create agent tools and action groups that integrate enterprise APIs, Lambda functions, CRM, and WFM systems.

• Implement RAG using Amazon Bedrock Knowledge Bases and vector stores like OpenSearch Serverless or Amazon Kendra.

• Construct agentic runtimes utilizing Amazon Bedrock AgentCore and integrate them into Connect flows.

• Deliver conversational voice experiences through Amazon Lex V2 streaming bots and Amazon Nova foundation models.

• Instrument, analyze, and enhance AI-agent performance by leveraging traces, dashboards, and quality metrics.

• Employ 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.

• Develop production-quality serverless code and define infrastructure as code.

• Create CI/CD pipelines across sandbox, development, staging, and production environments.

• Integrate contact center platforms with CRM and WFM systems.

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

• Design and implement solutions for Cisco Webex Contact Center and Genesys Cloud CX.

• Facilitate migrations from legacy and on-premises contact center systems.

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

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

• Assist in 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 materials for knowledge transfer.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent professional and/or military experience.

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

• At least 3 years of experience delivering production Amazon Connect implementations.

• Extensive hands-on experience with AWS services, including Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway, and Kinesis.

• Proven experience in 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.

• Familiarity with infrastructure as code and deployment automation using CloudFormation, CDK, SAM CLI, Terraform, and AWS CLI.

• Experience in promoting changes through multi-environment pipelines.

• Knowledge of integrating contact center platforms with enterprise CRM and WFM systems like Salesforce, ServiceNow, Dynamics, NICE, Verint, or Calabrio.

• Understanding of SAML, OAuth 2.0, OIDC, Amazon Cognito, IAM Identity Center, or equivalent enterprise identity providers, with a focus on least-privilege design.

• Grasp of omnichannel design, third-party WFO platforms, telephony and carrier concepts, SIP, contact center reporting, and analytics.

• Excellent written and verbal communication, active listening, and presentation skills.

• Strong analytical and consultative skills with the ability to apply solutions, technology, and products to business opportunities.

• Capability to work both collaboratively and independently in ambiguous client environments.

• Willingness to travel to client sites as required, typically less than 25%.

• Preferred experience with Cisco Webex Contact Center and Genesys Cloud CX.

• Preferred experience in Webex and Genesys self-service and AI capabilities.

• Preferred familiarity with legacy Cisco contact center platforms and cloud migration pathways.

• Preferred experience in professional services, consulting, or systems integration.

• Preferred vertical experience in healthcare, financial services, retail, or public sector, including HIPAA, PCI-DSS, or FedRAMP knowledge.

• Preferred experience in SQL and contact center data models.

• Preferred proficiency in server virtualization and hybrid cloud architectures.

🏝️ Benefits

• Remote work flexibility.

• 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.

• Chance to contribute to internal accelerators, tooling, and reusable intellectual property.

• Opportunities for mentoring and practice leadership.