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Presidio

Senior Contact Center Engineer

Presidio

. Lead design and deployment of CCaaS and hybrid contact center solutions using Cisco Webex Contact Center, Amazon Connect, Genesys Cloud CX, and Five9.

Posted 3/7/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies
AWSAzureCloudGoogle Cloud PlatformJavaScriptNode.jsPythonServiceNowTerraform

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent professional or military experience.
  • Proven hands-on experience designing, implementing, or supporting modern Contact Center or CCaaS platforms (Cisco, AWS, Genesys, or Five9).
  • 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

Comp & perks
  • Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
API integrationAI/ML solutionscloud-first architectureserverless developmentAPI-driven architectureperformance tuningtroubleshootingcontact center solutionsDevOps principlesinfrastructure as code
Soft Skills
communication skillspresentation skillsanalytical skillstroubleshooting skillsmentoringcollaborationknowledge sharingcustomer advisory
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Engineeringrelated field degreemilitary experience