Senior Engineer AWS Connect

Presidio Where Teamwork and Innovation Shape the Future
At Presidio were 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 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 Presidios National Contact Center team and partner vendors to deliver cohesive multi-platform solutions.

Education

• Bachelors 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 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
JoiningPresidio means stepping into a culture of trailblazers - thinkers builders and collaborators - who push the boundaries of whats 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 youre harnessing the power of Generative AI architecting resilient digital ecosystems or driving data-driven transformation youll be part of a team that is shaping the future.

Ready to innovate Lets redefine whats next-together.

AboutPresidio
Presidiois 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. Presidios 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 careers email address Presidio employees or any other means. Presidio is not responsible for any feeds related to unsolicited resumes/CVs.

Required Experience:

Senior IC