Job Description

Presidio, Where Teamwork and Innovation Shape the FutureAt 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 Five, and integrating AI-driven capabilities from Google, Amazon, and Microsoft.


You’ll 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 Five.

  • 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 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

  • + years of proven hands-on experience designing, implementing, or supporting modern Contact Center or CCaaS platforms (Cisco, AWS, Genesys, or Five).

  • Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent professional or military experience.

  • 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, , 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. 


    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
    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.

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