Presidio

Call Center Representative

• 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

Senior Engineer, Contact Center

Solutions Engineer

• Lead and mentor teams of Associate, Staff, and Senior Solution Architects to deliver world-class solutions.
• Develop and maintain products that support Contender Solution's business objectives.
• Provide strategic guidance on ServiceNow and other platforms, driving customer success by aligning with their business goals.
• Support and influence the architectural direction of products and projects.
• Lead customer workshops with BPC support, ensuring all technical and business requirements are addressed.
• Guide customers through the adoption of new products, ensuring alignment with their current maturity and business needs.
• Field complex and difficult questions from customers, providing expert solutions and overcoming objections.
• Lead product demos, showcasing technical capabilities to meet customer requirements.
• Design integrations between ServiceNow and third-party applications, ensuring seamless data flow and operational efficiency.
• Develop technical designs based on business requirements, creating scalable and secure architectures.
• Contribute to the development of unique intellectual property, driving innovation within the company.
• Oversee technical reviews, ensuring the quality of deliverables meets the company's standards.
• Actively mentor Associate and Staff Solution Architects, providing guidance and support as needed.
• Collaborate with cross-functional teams to ensure smooth implementation of architectural solutions.
• Participate in technical interviews for potential new hires, ensuring the team continues to grow with top talent.
• Maintain a high level of technical proficiency, achieving and maintaining certifications in relevant platforms and methodologies.
• Stay updated on industry trends, technologies, and best practices to ensure that the solutions provided are cutting-edge.

Senior Solution Architect, ITOM

Financial Planning and Analysis

• Manage, coordinate, and review all federal, and state, local income tax returns.
• Manage, coordinate and review book to tax adjustments (M-3), state apportionment, and state tax adjustments calculations including information requests.
• Prepare estimates and extension tax payments and journals with reconciliation.
• Track estimated payments, changes in tax account balances and carryovers.
• Reconcile state payments including verification of tax payments with state tax authorities (vouchers, online payments or checks, state website payment management).
• Identify significant items for consideration in calculation of estimated payments (e.g., tax leases, debt-related transactions, tax planning).
• Monitor income tax filing frequencies through maintenance of the tax calendar.
• Correspond and manage notices, inquiries and audits with State agencies.
• Prepare certain gross receipts returns.
• Prepare monthly reconciliation for monthly close process including journal entries.
• Manage quarterly and year-end ASC 740 tax provision including requests of information, preparation of certain supporting schedules, and coordinate timing and completion with third party outsourcing firm.
• Prepare and review ASC 740 footnote SEC disclosures.
• Manage internal controls, processes and documentation and coordination with external auditors for control testing.
• Prepare monthly and quarterly VAT or GST returns for a handful of international jurisdictions including managing relationships with third party firm.
• Manage, plan and coordinate projects supporting tax compliance and tax provision.
• Coordinate and manage process striving for efficient and streamlined approach.
• Develop cross-functional relationships both within and outside of tax function.

Finance Manager, Tax – East Coast/Central

Consultant

• Provide CX Team leadership that focuses on customer engagements, ensuring high-quality delivery, clear communication, and strong customer relationships.
• Mentor and coach the CX Team consultants, focusing on technical excellence and a customer-first mindset.
• Partner with Sales, the Solution Architect team, and the Delivery team leaders to ensure seamless handoffs, consistent customer experience, and successful outcomes.
• Act as a customer advocate, proactively identifying risks, addressing concerns, and driving continuous improvement in service delivery.
• Lead end-to-end delivery of Splunk Professional Services engagements, including architecture design, implementation, optimization, and troubleshooting.
• Serve as the primary technical point of contact for customers throughout the engagement lifecycle.
• Conduct discovery workshops to understand business goals, data sources, and operational challenges.
• Translate customer requirements into scalable, secure, and performant Splunk solutions.
• Deliver high-quality documentation, diagrams, runbooks, and knowledge transfer sessions.
• Architect and deploy complex Splunk Enterprise and Splunk Cloud environments.
• Develop advanced searches, dashboards, alerts, and custom visualizations.
• Create and tune props/transforms, CIM mappings, data onboarding configurations, and TA customizations.
• Integrate Splunk with external systems including security tools, cloud platforms, and SIEM/SOAR solutions.
• Troubleshoot performance issues, ingestion gaps, and search inefficiencies in large, distributed environments.
• Provide guidance on observability, security analytics, IT operations, or business analytics depending on customer need.
• Lead and manage a team of Customer Experience Engineers, providing direction, guidance, and day-to-day support.

Managing Consultant, Splunk

Full-stack Engineer

• Design, implementation, and support of advanced solutions for customers
• Lead project delivery team through project life cycle
• Collaborate with members of the National Collaboration team
• Work alongside vendors to deploy their solutions
• Become a trusted advisor and partner to customers
• Structure project success to align with business goals
• Lead discovery meetings and participate in detailed design whiteboard sessions
• Define design requirements and articulate the designed solution to the client
• Validate architecture
• Improve on skillsets relating to Microsoft voice and video technologies
• Author professional documentation for client review