Senior Contact Center Engineer

Presidio, Where Teamwork and Innovation Shape the Future 
At Presidio, we’re at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses—and their customers—to achieve more through innovation, automation, and intelligent insights. 

The Role
Presidio is seeking a Senior Contact Center Engineer to join our national Contact Center & Customer Experience practice. This role is responsible for the design, implementation, and optimization of next-generation Contact Center as a Service (CCaaS) solutions, leveraging platforms from Cisco, Amazon Web Services, Genesys, and Five9, and integrating AI-driven capabilities from Google, Amazon, and Microsoft.  You will collaborate with cross-functional teams, partner ecosystems, and clients across industries to transform traditional contact centers into modern, AI-powered engagement platforms that deliver intelligent, seamless customer experiences. 

Responsibilities include:

• 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.

Required Skills and Professional Experience 

• 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.

Preferred Skills and Professional Experience·

• Knowledge of Speech Analytics, Generative AI, and intelligent routing in customer experience platforms.
• Experience developing custom integrations or microservices supporting CCaaS functionality.
• Understanding of identity, access management, and data security within cloud environments (SAML, OAuth, IAM).
• Familiarity with data analytics and reporting pipelines leveraging AI for customer insight.

       

Your future at Presidio
Joining Presidio means stepping into a culture of trailblazers—thinkers, builders, and collaborators—who push the boundaries of what’s possible. With our expertise in AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world. 

Her