Presidio · 1 day ago
Senior Engineer, Contact Center (Backfill: Lynch, Diane LDE: 1/16/26)
United States
Full-time
Remote
Senior Level
5+ years expPresidio is a leading company at the forefront of technology innovation, seeking a Senior Contact Center Engineer to enhance their Contact Center & Customer Experience practice. The role focuses on designing, implementing, and optimizing next-generation CCaaS solutions while collaborating with various teams to transform traditional contact centers into modern, AI-powered engagement platforms.
Cloud InfrastructureInformation ServicesInformation Technology
Responsibilities
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
Qualification
Required
5+ years of proven hands-on experience designing, implementing, or supporting modern Contact Center or CCaaS platforms (Cisco, AWS, Genesys, or Five9)
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, 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
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
Company
Presidio
Presidio provides managed services and network solutions technologies.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2024-04-02Acquired
2017-03-09IPO
2011-04-04Private Equity
Leadership Team
Manny Korakis
Chief Financial Officer
P
Punish Malhotra
Senior Vice President, P&L MS
Recent News
2026-01-09
Company data provided by crunchbase