Sr. Contact Center Engineer

Description 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, implementation, and support of advanced contact center solutions across multiple CCaaS platforms, with primary depth in Amazon Connect and the AWS ecosystem.This is a senior, client-facing delivery role. You will own the technical outcome on complex, multi-site engagements - architecting solutions, writing the code that makes them work, and serving as the escalation point when they don't. You will also help shape how our practice delivers agentic AI in the contact center: designing AI agents that autonomously resolve customer intents, integrating them with enterprise systems, and instrumenting them so their performance can be measured and improved rather than assumed.Presidio delivers across Amazon Connect, Cisco Webex Contact Center, Genesys, and Five9. Platform breadth is a genuine differentiator for us, and we invest in engineers who want to build it.Responsibilities Include:Amazon Connect Delivery (Primary) * Lead end-to-end delivery of Amazon Connect engagements - discovery, architecture, design, build, migration, testing, cutover, and hypercare - across complex, multi-site, multi-vendor contact center environments. * Design and build contact flows, flow modules, routing profiles, queues, quick connects, hours of operation, and agent workspace configurations that are maintainable, reusable, and version-controlled. * Implement and tune the Amazon Connect feature set, including Contact Lens (conversational analytics, post-contact summarization, performance evaluations, screen recording), Connect Cases, Customer Profiles, Outbound Campaigns, step-by-step guides, Connect Tasks, and the analytics data lake for zero-ETL reporting. * Architect omnichannel experiences spanning voice, chat, email, SMS, WhatsApp, and Apple Messages for Business within a unified agent workspace. * Design telephony and carrier integrations, including SIP, Amazon Chime SDK Voice Connector, third-party carrier onboarding, number porting, and external voice transfer. * Build for resilience and scale - multi-region architectures, Global Resiliency, capacity planning, and disaster recovery runbooks.Agentic AI Deployment * Design, build, and deploy AI agents in Amazon Connect that autonomously understand customer intent, reason across steps, invoke tools, and complete transactions across voice and digital channels - with well-defined escalation paths to human agents. * Develop agent tooling and action groups that expose enterprise APIs, Lambda functions, and CRM/WFM systems as agent-callable tools, including MCP-compatible integrations with IAM- and OAuth-scoped security boundaries. * Implement retrieval-augmented generation (RAG) patterns using Amazon Bedrock Knowledge Bases and vector stores such as OpenSearch Serverless or Amazon Kendra, and curate the knowledge sources that ground agent responses. * Build production-grade agentic runtimes with Amazon Bedrock AgentCore (Runtime, Gateway, Memory, Identity, Code Interpreter, Observability) and integrate them directly into Connect flows. * Deliver low-latency conversational voice using Amazon Lex V2 streaming bots and Amazon Nova foundation models - including speech-to-speech self-service - and tune turn-taking, response pacing, barge-in, and speech controls so interactions feel natural.Engineering & Automation * Define infrastructure as code using CloudFormation, CDK, SAM, or Terraform, and build CI/CD pipelines that promote configuration