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 internal customers - to achieve more through innovation, automation, and intelligent insights.
The Role
Presidio is seeking a Sr. Contact Center Engineer to join our Contact Center team. In this role you will have responsibility for the Design, Implement and Support advanced contact center solutions across multiple vendors.
Responsibilities
- Lead end-to-end delivery of advanced Amazon Connect engagements — architecture, design, implementation, and migration across complex, multi-site, multi-vendor contact center environments.
- Architect and deploy AI-driven contact center solutions leveraging Amazon Bedrock AgentCore (Runtime, Gateway, Memory, Identity, Code Interpreter, Observability) to build production-grade agentic experiences integrated directly with Amazon Connect flows.
- Design and implement conversational AI using Amazon Lex V2 streaming bots (and Amazon Nova foundation models — including Nova Sonic for low-latency speech-to-speech self-service and Nova Pro/Lite for multi-turn reasoning, intent understanding, and real-time agent assist.
- Build MCP-compatible tool integrations through AgentCore Gateway to expose enterprise APIs, Lambda functions, and CRM/WFM systems as agent-ready tools with OAuth/IAM-scoped security.
- Mentor engineers, establish reusable patterns and reference architectures, and set internal standards for AI-driven CCaaS delivery across the practice.
- Serve as a trusted advisor and technical escalation point for enterprise customers, translating business outcomes into defensible technical designs.
- Collaborate with Presidio's National Contact Center team and partner vendors to deliver cohesive, multi-platform solutions.
Education
- Bachelor's degree in Computer Science, Engineering, or a related field — or equivalent professional / military experience.
Required Experience
- 5+ years designing and deploying production Amazon Connect solutions, with deep expertise across the AWS ecosystem (Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway).
- Hands-on experience building generative-AI contact center workflows using Amazon Bedrock, AgentCore, Nova, and Lex V2 — including RAG patterns with Bedrock Knowledge Bases, vector stores (OpenSearch Serverless, Kendra), and real-time streaming voice architectures.
- 3+ years of development in Python, Node.js, Java, or JavaScript, writing custom applications that orchestrate multiple APIs and AWS services.
- Experience integrating Amazon Connect with enterprise CRMs and WFM platforms (Salesforce, ServiceNow, Dynamics, NICE, Verint, Calabrio) via CTI adapters, Contact Lens, and custom embedded apps.
- Working knowledge of identity and access patterns — SAML, OAuth 2.0, OIDC, Cognito, and AgentCore Identity for secure agent-to-tool delegation.
- Familiarity with omnichannel design (voice, chat, SMS, WhatsApp, email, tasks), third-party telephony carriers, SIP/Chime Voice Connector, and Contact Lens analytics.
Preferred Experience
- AWS certifications — Solutions Architect Professional, DevOps Engineer Professional, or Machine Learning Specialty.
- Strong written, verbal, and presentation skills, with the consultative instincts to translate technical depth into executive-level recommendations.
- Strong written and verbal communication, listening, and strong presentation skills
- Ability to demonstrate analytical and consultative skills.
- Ability to apply solutions, technology and products to a business opportunity.
- Ability to work well with others and have a desire to learn new technologies.
- Adhere to best practices as set forth by industry and Presidio standards
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 AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.
Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.
Ready to innovate? Let's redefine what's next-together.
About Presidio
Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.
At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimizes costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information visit
Applications will be accepted on a rolling basis.
Presidio has a strong commitment to the community we serve and our employees. As an Equal Opportunity Employer, we strive to have a workforce that includes the community we serve.
olates this law shall be subject to criminal penalties and civil liability.
Recruitment Agencies, Please Note: Presidio does not accept unsolicited agency resumes/CVs. Do not forward resumes/CVs to our career's email address, Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs.
