Senior Engineer, Contact Center
Presidio
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Lead design and deployment of CCaaS and hybrid contact center solutions using Cisco Webex Contact Center, Amazon Connect, Genesys Cloud CX, and Five9
- Architect AI-enhanced customer experiences through conversational AI, speech recognition, and automation tools such as Google Dialogflow, AWS Lex, and Microsoft Copilot frameworks
- Develop and integrate APIs between contact center, CRM, WFO/WFM, analytics, and AI systems
- Collaborate with clients to translate business requirements into scalable, cloud-first architectures
- Drive solution standardization and reusable frameworks to accelerate delivery and improve quality
- Provide Tier 3 engineering support, performance tuning, and troubleshooting across multi-vendor environments
- Serve as a trusted advisor to customers on technology modernization, AI adoption, and omnichannel strategy
- Mentor and support junior engineers through knowledge sharing and best practices documentation
Requirements
- 5+ years of proven hands-on experience designing, implementing, or supporting modern Contact Center or CCaaS platforms (Cisco, AWS, Genesys, or Five9)
- Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent professional or military experience
- Working knowledge of cloud ecosystems and DevOps principles —including AWS, Azure, or GCP
- Demonstrated experience integrating AI/ML solutions (Dialogflow, Lex, Azure AI, Copilot, etc.) with CCaaS workflows
- Familiarity with serverless development and API-driven architectures (Lambda, Node.js, Python, JavaScript, REST)
- Exposure to CRM and WFO/WFM integrations (Salesforce, ServiceNow, Verint, Calabrio, etc.)
- Understanding of Infrastructure as Code (IaC) tools (CloudFormation, Terraform, or CDK) and automation frameworks
- Strong troubleshooting, diagnostic, and analytical skills in complex multi-platform environments
- Excellent communication and presentation skills, with an ability to convey technical concepts to business audiences
Benefits
- Applications will be accepted on a rolling basis
- Equal Opportunity / Affirmative Action Employer
- VEVRAA Federal Contractor
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CCaaScontact center solutionsAPI integrationcloud ecosystemsDevOps principlesAI/ML solutionsserverless developmentAPI-driven architecturesInfrastructure as Codeautomation frameworks
Soft skills
troubleshootingdiagnostic skillsanalytical skillscommunication skillspresentation skillsmentoringknowledge sharingcollaborationsolution standardizationcustomer advisory