Senior Contact Center Engineer

Presidio, Where Teamwork and Innovation Shape the Future AtPresidio, we're at the forefront of a global technology revolution, transforming industries throughcutting-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
JoiningPresidiomeans stepping into aculture of trailblazers-thinkers, builders, and collaborators-who push the boundaries of what's possible. With our expertise inAI-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 ofGenerative AI, architecting resilientdigital ecosystems, or drivingdata-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
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, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com.

*****

Applications will be accepted on a rolling basis.

Presidio is an Equal Opportunity / Affirmative Action Employer / VEVRAA Federal Contractor. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, sexual orientation, gender identification or any other characteristic protected by applicable federal, state, and local statutes, regulations, and ordinances.

To read more about discrimination protections under Federal Law, please visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf

If you have any difficulty using our online system and need an accommodation in the job application process due to a disability, please send an email to recruitment@presidio.com for assistance.

Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to recruitment@presidio.com.

Notice to Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates 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 careers email address, Presidio employees or any other means. Presidio is not responsible for any fees related to unsolicited resumes/CVs.