Senior Contact Center Engineer
for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We must not repeat job title as heading. No Job ID etc. Remove boilerplate like EEO etc. The text includes some fluff at start: "Presidio, Where Teamwork and Innovation Shape the Future ..." That's introductory marketing; we need to preserve substantive information but can we drop generic fluff? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." The intro may be considered substantive? It's marketing fluff but maybe we keep as a paragraph? However they said remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. This intro is not boilerplate; it's about company. Might keep as a paragraph before sections? But they said use headings for sections like About the role, Responsibilities, etc. There's no explicit "About the role" heading in source, but we have "The Role". We could map that to About the role? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should create headings matching those names if content exists. For "About the role", we can put the paragraph under that heading. For "Responsibilities", we have a big block. For "Education", we have Education heading. For "Required Experience", we have Required Experience heading. For "Preferred Experience", we have Preferred Experience heading. For "Your future at Presidio" maybe treat as "About Presidio"? Actually there is "About Presidio" at end. Also "Your future at Presidio" is marketing; could be omitted? Might be considered substantive? It's about culture. Could be included under "About Presidio" or separate? The instruction: include a section ONLY when posting has real, specific content for it. So we can have sections: About the role, Responsibilities, Education, Required Experience, Preferred Experience, About Presidio. Possibly also "Your future at Presidio" could be merged into About Presidio.
We need to convert lists to - . The responsibilities block is a paragraph with many sentences; not a list. But there are bullet-like items? Actually responsibilities are written as sentences separated by periods, not bullet list. We could keep as
. However there are sub-bullets like "Amazon Connect Delivery (Primary)" then a sentence with many semicolons. Not a list. We'll keep as
.
Education: "Bachelor’s degree in Computer Science, Engineering, or a related field — or equivalent professional and/or military experience." That's a sentence;
.
Required Experience: a paragraph with many bullet-like items separated by periods. Could treat as
. But there are many distinct requirements; maybe we should split into
- each requirement. The instruction: Use
- for any list of duties/requirements/benefits. The required experience is a list of requirements; we can convert each sentence starting with a capital letter after a period into list items. Let's parse:
"3+ years designing, deploying, and supporting contact center technology solutions on enterprise CCaaS platforms, including 3+ years delivering production Amazon Connect implementations."
"Deep hands-on expertise across the AWS ecosystem: Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway, and Kinesis."
"Demonstrated experience building generative and agentic AI workflows for the contact center using Amazon Bedrock, Amazon Lex V2, and modern foundation models — including RAG, tool/function calling, guardrails, and evaluation of agent output quality."
"Experience with software development in Python, Node.js, Java, or JavaScript, writing custom applications that interact with multiple APIs."
"Working knowledge of infrastructure as code and deployment automation — CloudFormation, CDK, SAM CLI, Terraform, AWS CLI — and experience promoting changes through multi-environment pipelines."
"Experience integrating contact center platforms with enterprise CRM and WFM systems such as Salesforce, ServiceNow, Dynamics, NICE, Verint, or Calabrio."
"Solid grasp of security and access control patterns: SAML, OAuth 2.0, OIDC, Amazon Cognito, IAM Identity Center or equivalent enterprise identity providers, and least-privilege design for agent-to-tool delegation."
"Practical understanding of omnichannel design, third-party WFO platforms, telephony and carrier concepts, SIP, and contact center reporting and analytics — including how these patterns differ across cloud contact center platforms."
"Strong written and verbal communication, active listening, and presentation skills — with the consultative instincts to translate technical depth into executive-level recommendations."
"Ability to demonstrate analytical and consultative skills, and to apply solutions, technology, and products to a business opportunity."
"Ability to work well with others, operate independently in ambiguous client environments, and a genuine desire to learn new technologies."
"Adhere to best practices as set forth by industry and Presidio standards."
"Ability to travel to client sites as required (typically less than 25%)."
We can make each a
- .
Preferred Experience: similar list; we can also make
- .
About Presidio: paragraph(s) at end: "Presidio is committed to hiring the most qualified candidates to join our amazing culture." That's it. Also earlier "Your future at Presidio" paragraph: "Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's 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 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."
We could combine that into About Presidio section.
Now produce HTML fragment:
About 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
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.Instrument, evaluate, and continuously improve AI agent performance using AI agent traces and the AI agent performance dashboard — goal success rate, faithfulness, tool selection accuracy, containment, escalation rate, and customer feedback — and translate those metrics into concrete design changes.Apply responsible AI practices in production: guardrails, PII redaction, hallucination detection, prompt versioning, human-in-the-loop review, and auditable decision trails.Establish reusable agentic patterns, prompt libraries, and reference architectures that the broader practice can deploy repeatedly. Engineering & Automation Write production-quality serverless code — Python, Node.js, Java, or JavaScript — that orchestrates multiple APIs and AWS services.Define infrastructure as code using CloudFormation, CDK, SAM, or Terraform, and build CI/CD pipelines that promote configuration reliably across sandbox, development, staging, and production environments.Integrate Amazon Connect with enterprise CRM and WFM platforms — Salesforce, ServiceNow, Microsoft Dynamics, NICE, Verint, Calabrio — via CTI adapters, embedded applications, and custom APIs.Build automated testing and monitoring for contact flows and AI agents so regressions are caught before customers find them. Secondary Platforms — Cisco Webex Contact Center & Genesys Cloud Design and implement Webex Contact Center solutions using Flow Designer, Webex Connect Flow Builder, Control Hub administration, entry points, queues, teams, and Agent Desktop layouts.Deploy conversational self-service using Webex AI Agent Studio, Virtual Agent V2, and CCAI configurations across voice and digital channels.Implement WxCC digital channels — WhatsApp, SMS, email, Facebook Messenger, Apple Messages for Business, and live chat — through Webex Connect.Support migrations from Cisco UCCE/PCCE and other legacy platforms to Webex Contact Center.Design and implement Genesys Cloud CX solutions — Architect flows, queues and routing, skills-based and predictive routing, Agent Desktop configuration, and platform administration.Deploy Genesys Cloud self-service and AI capabilities — Genesys Bot Flows, Digital Bot Flows, Agent Copilot, and knowledge-based virtual agents across voice and digital channels.Integrate Genesys Cloud with enterprise CRM, WFM, and telephony environments via Platform APIs, data actions, BYOC/SIP trunking, and embedded framework clients — including migrations from legacy on-premises platforms. Consulting & Practice Leadership Serve as a trusted advisor and technical escalation point for enterprise clients, translating business outcomes into defensible technical designs.Mentor engineers, lead design reviews, and set internal standards for CCaaS and AI-driven delivery across the practice.Support pre-sales as needed — scoping, level of effort, statements of work, demonstrations
for prose. We must not repeat job title as heading. No Job ID etc. Remove boilerplate like EEO etc. The text includes some fluff at start: "Presidio, Where Teamwork and Innovation Shape the Future ..." That's introductory marketing; we need to preserve substantive information but can we drop generic fluff? The instruction: "Preserve ALL substantive information; do NOT invent or summarize away detail." The intro may be considered substantive? It's marketing fluff but maybe we keep as a paragraph? However they said remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. This intro is not boilerplate; it's about company. Might keep as a paragraph before sections? But they said use headings for sections like About the role, Responsibilities, etc. There's no explicit "About the role" heading in source, but we have "The Role". We could map that to About the role? The instruction: use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we should create headings matching those names if content exists. For "About the role", we can put the paragraph under that heading. For "Responsibilities", we have a big block. For "Education", we have Education heading. For "Required Experience", we have Required Experience heading. For "Preferred Experience", we have Preferred Experience heading. For "Your future at Presidio" maybe treat as "About Presidio"? Actually there is "About Presidio" at end. Also "Your future at Presidio" is marketing; could be omitted? Might be considered substantive? It's about culture. Could be included under "About Presidio" or separate? The instruction: include a section ONLY when posting has real, specific content for it. So we can have sections: About the role, Responsibilities, Education, Required Experience, Preferred Experience, About Presidio. Possibly also "Your future at Presidio" could be merged into About Presidio.
We need to convert lists to - . The responsibilities block is a paragraph with many sentences; not a list. But there are bullet-like items? Actually responsibilities are written as sentences separated by periods, not bullet list. We could keep as
. However there are sub-bullets like "Amazon Connect Delivery (Primary)" then a sentence with many semicolons. Not a list. We'll keep as
.
Education: "Bachelor’s degree in Computer Science, Engineering, or a related field — or equivalent professional and/or military experience." That's a sentence;
.
Required Experience: a paragraph with many bullet-like items separated by periods. Could treat as
. But there are many distinct requirements; maybe we should split into
- each requirement. The instruction: Use
- for any list of duties/requirements/benefits. The required experience is a list of requirements; we can convert each sentence starting with a capital letter after a period into list items. Let's parse:
"3+ years designing, deploying, and supporting contact center technology solutions on enterprise CCaaS platforms, including 3+ years delivering production Amazon Connect implementations."
"Deep hands-on expertise across the AWS ecosystem: Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway, and Kinesis."
"Demonstrated experience building generative and agentic AI workflows for the contact center using Amazon Bedrock, Amazon Lex V2, and modern foundation models — including RAG, tool/function calling, guardrails, and evaluation of agent output quality."
"Experience with software development in Python, Node.js, Java, or JavaScript, writing custom applications that interact with multiple APIs."
"Working knowledge of infrastructure as code and deployment automation — CloudFormation, CDK, SAM CLI, Terraform, AWS CLI — and experience promoting changes through multi-environment pipelines."
"Experience integrating contact center platforms with enterprise CRM and WFM systems such as Salesforce, ServiceNow, Dynamics, NICE, Verint, or Calabrio."
"Solid grasp of security and access control patterns: SAML, OAuth 2.0, OIDC, Amazon Cognito, IAM Identity Center or equivalent enterprise identity providers, and least-privilege design for agent-to-tool delegation."
"Practical understanding of omnichannel design, third-party WFO platforms, telephony and carrier concepts, SIP, and contact center reporting and analytics — including how these patterns differ across cloud contact center platforms."
"Strong written and verbal communication, active listening, and presentation skills — with the consultative instincts to translate technical depth into executive-level recommendations."
"Ability to demonstrate analytical and consultative skills, and to apply solutions, technology, and products to a business opportunity."
"Ability to work well with others, operate independently in ambiguous client environments, and a genuine desire to learn new technologies."
"Adhere to best practices as set forth by industry and Presidio standards."
"Ability to travel to client sites as required (typically less than 25%)."
We can make each a
- .
Preferred Experience: similar list; we can also make
- .
About Presidio: paragraph(s) at end: "Presidio is committed to hiring the most qualified candidates to join our amazing culture." That's it. Also earlier "Your future at Presidio" paragraph: "Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's 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 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."
We could combine that into About Presidio section.
Now produce HTML fragment:
About 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
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.Instrument, evaluate, and continuously improve AI agent performance using AI agent traces and the AI agent performance dashboard — goal success rate, faithfulness, tool selection accuracy, containment, escalation rate, and customer feedback — and translate those metrics into concrete design changes.Apply responsible AI practices in production: guardrails, PII redaction, hallucination detection, prompt versioning, human-in-the-loop review, and auditable decision trails.Establish reusable agentic patterns, prompt libraries, and reference architectures that the broader practice can deploy repeatedly. Engineering & Automation Write production-quality serverless code — Python, Node.js, Java, or JavaScript — that orchestrates multiple APIs and AWS services.Define infrastructure as code using CloudFormation, CDK, SAM, or Terraform, and build CI/CD pipelines that promote configuration reliably across sandbox, development, staging, and production environments.Integrate Amazon Connect with enterprise CRM and WFM platforms — Salesforce, ServiceNow, Microsoft Dynamics, NICE, Verint, Calabrio — via CTI adapters, embedded applications, and custom APIs.Build automated testing and monitoring for contact flows and AI agents so regressions are caught before customers find them. Secondary Platforms — Cisco Webex Contact Center & Genesys Cloud Design and implement Webex Contact Center solutions using Flow Designer, Webex Connect Flow Builder, Control Hub administration, entry points, queues, teams, and Agent Desktop layouts.Deploy conversational self-service using Webex AI Agent Studio, Virtual Agent V2, and CCAI configurations across voice and digital channels.Implement WxCC digital channels — WhatsApp, SMS, email, Facebook Messenger, Apple Messages for Business, and live chat — through Webex Connect.Support migrations from Cisco UCCE/PCCE and other legacy platforms to Webex Contact Center.Design and implement Genesys Cloud CX solutions — Architect flows, queues and routing, skills-based and predictive routing, Agent Desktop configuration, and platform administration.Deploy Genesys Cloud self-service and AI capabilities — Genesys Bot Flows, Digital Bot Flows, Agent Copilot, and knowledge-based virtual agents across voice and digital channels.Integrate Genesys Cloud with enterprise CRM, WFM, and telephony environments via Platform APIs, data actions, BYOC/SIP trunking, and embedded framework clients — including migrations from legacy on-premises platforms. Consulting & Practice Leadership Serve as a trusted advisor and technical escalation point for enterprise clients, translating business outcomes into defensible technical designs.Mentor engineers, lead design reviews, and set internal standards for CCaaS and AI-driven delivery across the practice.Support pre-sales as needed — scoping, level of effort, statements of work, demonstrations
. However there are sub-bullets like "Amazon Connect Delivery (Primary)" then a sentence with many semicolons. Not a list. We'll keep as
. Education: "Bachelor’s degree in Computer Science, Engineering, or a related field — or equivalent professional and/or military experience." That's a sentence;
. Required Experience: a paragraph with many bullet-like items separated by periods. Could treat as
. But there are many distinct requirements; maybe we should split into
- each requirement. The instruction: Use
- for any list of duties/requirements/benefits. The required experience is a list of requirements; we can convert each sentence starting with a capital letter after a period into list items. Let's parse: "3+ years designing, deploying, and supporting contact center technology solutions on enterprise CCaaS platforms, including 3+ years delivering production Amazon Connect implementations." "Deep hands-on expertise across the AWS ecosystem: Lambda, S3, DynamoDB, IAM, CloudWatch, EventBridge, Step Functions, API Gateway, and Kinesis." "Demonstrated experience building generative and agentic AI workflows for the contact center using Amazon Bedrock, Amazon Lex V2, and modern foundation models — including RAG, tool/function calling, guardrails, and evaluation of agent output quality." "Experience with software development in Python, Node.js, Java, or JavaScript, writing custom applications that interact with multiple APIs." "Working knowledge of infrastructure as code and deployment automation — CloudFormation, CDK, SAM CLI, Terraform, AWS CLI — and experience promoting changes through multi-environment pipelines." "Experience integrating contact center platforms with enterprise CRM and WFM systems such as Salesforce, ServiceNow, Dynamics, NICE, Verint, or Calabrio." "Solid grasp of security and access control patterns: SAML, OAuth 2.0, OIDC, Amazon Cognito, IAM Identity Center or equivalent enterprise identity providers, and least-privilege design for agent-to-tool delegation." "Practical understanding of omnichannel design, third-party WFO platforms, telephony and carrier concepts, SIP, and contact center reporting and analytics — including how these patterns differ across cloud contact center platforms." "Strong written and verbal communication, active listening, and presentation skills — with the consultative instincts to translate technical depth into executive-level recommendations." "Ability to demonstrate analytical and consultative skills, and to apply solutions, technology, and products to a business opportunity." "Ability to work well with others, operate independently in ambiguous client environments, and a genuine desire to learn new technologies." "Adhere to best practices as set forth by industry and Presidio standards." "Ability to travel to client sites as required (typically less than 25%)." We can make each a
- .
Preferred Experience: similar list; we can also make
- .
About Presidio: paragraph(s) at end: "Presidio is committed to hiring the most qualified candidates to join our amazing culture." That's it. Also earlier "Your future at Presidio" paragraph: "Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's 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 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."
We could combine that into About Presidio section.
Now produce HTML fragment:
About 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
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.Instrument, evaluate, and continuously improve AI agent performance using AI agent traces and the AI agent performance dashboard — goal success rate, faithfulness, tool selection accuracy, containment, escalation rate, and customer feedback — and translate those metrics into concrete design changes.Apply responsible AI practices in production: guardrails, PII redaction, hallucination detection, prompt versioning, human-in-the-loop review, and auditable decision trails.Establish reusable agentic patterns, prompt libraries, and reference architectures that the broader practice can deploy repeatedly. Engineering & Automation Write production-quality serverless code — Python, Node.js, Java, or JavaScript — that orchestrates multiple APIs and AWS services.Define infrastructure as code using CloudFormation, CDK, SAM, or Terraform, and build CI/CD pipelines that promote configuration reliably across sandbox, development, staging, and production environments.Integrate Amazon Connect with enterprise CRM and WFM platforms — Salesforce, ServiceNow, Microsoft Dynamics, NICE, Verint, Calabrio — via CTI adapters, embedded applications, and custom APIs.Build automated testing and monitoring for contact flows and AI agents so regressions are caught before customers find them. Secondary Platforms — Cisco Webex Contact Center & Genesys Cloud Design and implement Webex Contact Center solutions using Flow Designer, Webex Connect Flow Builder, Control Hub administration, entry points, queues, teams, and Agent Desktop layouts.Deploy conversational self-service using Webex AI Agent Studio, Virtual Agent V2, and CCAI configurations across voice and digital channels.Implement WxCC digital channels — WhatsApp, SMS, email, Facebook Messenger, Apple Messages for Business, and live chat — through Webex Connect.Support migrations from Cisco UCCE/PCCE and other legacy platforms to Webex Contact Center.Design and implement Genesys Cloud CX solutions — Architect flows, queues and routing, skills-based and predictive routing, Agent Desktop configuration, and platform administration.Deploy Genesys Cloud self-service and AI capabilities — Genesys Bot Flows, Digital Bot Flows, Agent Copilot, and knowledge-based virtual agents across voice and digital channels.Integrate Genesys Cloud with enterprise CRM, WFM, and telephony environments via Platform APIs, data actions, BYOC/SIP trunking, and embedded framework clients — including migrations from legacy on-premises platforms. Consulting & Practice Leadership Serve as a trusted advisor and technical escalation point for enterprise clients, translating business outcomes into defensible technical designs.Mentor engineers, lead design reviews, and set internal standards for CCaaS and AI-driven delivery across the practice.Support pre-sales as needed — scoping, level of effort, statements of work, demonstrations
- .
About Presidio: paragraph(s) at end: "Presidio is committed to hiring the most qualified candidates to join our amazing culture." That's it. Also earlier "Your future at Presidio" paragraph: "Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's 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 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."
We could combine that into About Presidio section.
Now produce HTML fragment: