Sr. Solutions Architect

Presidio, Where Teamwork and Innovation Shape the Future

Presidio is hiring a Sr. Contact Center Engineer to join our national Contact Center practice. In this role you will design, implement, and support advanced CCaaS solutions for enterprise and public sector clients, with a primary focus on Cisco Webex Contact Center, Webex Connect, and Webex AI Agents - including autonomous AI agents for self-service and Cisco AI Assistant capabilities for human agents and supervisors. Amazon Connect, Genesys Cloud, or Five9 experience is considered a plus. (REMOTE position, can live in any US location.)

The Role

Sr. Contact Center Engineer (Focus on Webex Contact Center & Webex AI Agents)

Job Summary:

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 Cisco Webex Contact Center (WxCC), Webex Connect, and the Webex AI portfolio.

This is a senior, client-facing delivery role. You will own the technical outcome on complex, multi-site engagements - architecting solutions, building the flows and integrations that make them work, and serving as the escalation point when they don't. You will also help shape how our practice delivers agentic AI on Webex: designing AI agents that autonomously resolve customer intents, connecting them to enterprise systems through actions and MCP, and instrumenting them so their performance can be measured and improved rather than assumed.

Presidio delivers across Cisco Webex Contact Center, Amazon Connect, Genesys, and Five9. Platform breadth is a genuine differentiator for us, and we invest in engineers who want to build it.

Travel Requirements:

This remote position involves occasional travel. It will be based in any location in the United States.

Job Responsibilities:

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  Webex Contact Center Delivery (Primary)

  
  
  
  
  • Lead end-to-end delivery of Webex Contact Center engagements - discovery, architecture, design, build, migration, testing, cutover, and hypercare - across complex, multi-site, multi-vendor contact center environments.
  • Design and build Flow Designer flows, subflows, and event flows - including global variables, HTTP and data-lookup activities, callbacks, and error handling - that are maintainable, reusable, and version-controlled.
  • Configure and administer WxCC in Control Hub - entry points, queues, teams, skills and skill profiles, multimedia and desktop profiles, business hours, outdial, and Agent Desktop layouts, including custom widgets built with the Desktop SDK.
  • Implement and tune the Cisco AI Assistant feature set - real-time transcription, suggested responses, mid-call, call-drop, virtual-agent transfer, and wrap-up summaries, AI-generated wrap-up reasons, Auto CSAT, Topic Analytics, and agent wellbeing - along with Webex AI Quality Management and Analyzer
  • Interact with Collaboration teams on telephony and PSTN architectures for WxCC - Webex Calling, Local Gateway (CUBE), and Cloud Connected PSTN - including number porting, dial plans, and transfers to and from external and on-premises destinations.
  • Build voice outbound solutions using WxCC outdial and Voice Outbound Campaigns.
  • Build for resilience and scale - capacity planning, regional data residency considerations, failover design, and disaster recovery runbooks.
  
  
  
  

  Webex Connect & Digital Channels

  
  
  
  
  • Design and build digital journeys in Webex Connect Flow Builder - inbound routing to WxCC, bot handoff, proactive notifications, and custom nodes and integrations.
  • Implement WxCC digital channels through Webex Connect - WhatsApp, SMS, email, Facebook Messenger, Apple Messages for Business, and live chat - within a unified agent experience.
  • Configure channel assets, sender registration, and compliance requirements (e.g., A2P 10DLC, opt-in/opt-out handling) so digital channels pass carrier and platform review the first time.
  
  
  
  

  Webex AI Agents & Agentic AI

  
  
  
  
  • Design, build, and deploy autonomous and scripted AI agents in Webex AI Agent Studio that understand customer intent, reason across steps, invoke tools, and complete transactions across voice and digital channels - with well-defined escalation paths and context-rich transfer summaries to human agents.
  • Write and refine AI agent instructions, persona, and guardrails; configure knowledge bases that ground agent responses; and tune voice behavior - barge-in, acknowledgements, turn-taking, and AI disclosure - so interactions feel natural.
  • Build agent actions that expose enterprise APIs and CRM/WFM systems as agent-callable tools - through Webex Connect fulfillment flows and MCP client actions - with properly scoped authentication and least-privilege access.
  • Architect multi-agent orchestration using custom transfer actions and emerging standards such as A2A, so complex journeys are handled by focused agents rather than a single monolithic one.
  • Integrate AI agents into WxCC routing via the Virtual Agent V2 Flow Designer activity, and support Contact Center AI (CCAI) and third-party bot integrations where clients require them.
  • Instrument, evaluate, and continuously improve AI agent performance - containment, goal completion, escalation rate, handoff quality, Auto CSAT, and customer feedback - and translate those metrics into concrete design changes.
  • Apply responsible AI practices in production: guardrails, PII handling, hallucination review, instruction versioning, human-in-the-loop review, and auditable decision trails.
  • Establish reusable agentic patterns, instruction libraries, and reference architectures that the broader practice can deploy repeatedly.
  
  
  
  

  Engineering & Automation

  
  
  
  
  • Write production-quality code - JavaScript/TypeScript, Node.js, or Python - for Webex Connect custom nodes, Agent Desktop widgets, middleware, and integrations that orchestrate multiple APIs.
  • Work fluently with the Webex Contact Center APIs - configuration, Search (GraphQL), Captures, real-time transcript APIs, and webhooks - for reporting, automation, and integration.
  • Promote flows, desktop layouts, and configuration reliably across sandbox, development, staging, and production orgs using API-driven, scripted deployment rather than manual rework.
  • Integrate WxCC with enterprise CRM and WFM platforms - Salesforce (including Service Cloud Voice), ServiceNow, Microsoft Dynamics, Webex WFO, NICE, Verint, Calabrio - via CTI connectors, embedded desktop applications, and custom APIs.
  • Build automated testing and monitoring for flows and AI agents - including flow error webhooks and AI agent regression testing - so regressions are caught before customers find them.
  
  
  
  

  Secondary Platforms - Amazon Connect & Genesys Cloud

  
  
  
  
  • Contribute to Amazon Connect engagements - contact flows, routing, Contact Lens, Amazon Lex and Bedrock-based self-service, and Lambda integrations - alongside the practice's Amazon Connect specialists.
  • Contribute to Genesys Cloud CX engagements - Architect flows, queues and routing, Bot Flows and Agent Copilot, and Platform API and data action integrations.
  • Support cross-platform migrations, including legacy Cisco UCCE/PCCE, CVP, Finesse, and UCCX to Webex Contact Center, and moves between competing CCaaS 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 - including Collaboration engineers growing into contact center - lead design reviews, and set internal standards for WxCC and AI-driven delivery across the practice.
  • Support pre-sales as needed - scoping, level of effort, statements of work, demonstrations, and proof-of-concept builds.
  • Contribute to Presidio's internal accelerators, tooling, enablement content, and reusable intellectual property.
  • Collaborate with Presidio's National Contact Center team, Cisco, and partner vendors to deliver cohesive, multi-platform solutions.
  • Document as you go - as-built designs, runbooks, and knowledge transfer materials that leave clients self-sufficient.
  
  
  
  

Required Skills:

• 3+ years designing, deploying, and supporting contact center technology solutions on enterprise CCaaS platforms, including 2+ years delivering production Webex Contact Center implementations.
• Deep hands-on expertise in Webex Contact Center - Flow Designer, Control Hub administration, routing and queue design, Agent Desktop layouts, and Analyzer reporting.
• Hands-on delivery experience with Webex Connect - Flow Builder, digital channel configuration, and integration of digital journeys with WxCC.
• Demonstrated experience building generative and agentic AI workflows for the contact center using Webex AI Agent Studio (or comparable platforms) - including knowledge grounding, tool/function calling, guardrails, and evaluation of agent output quality.
• Experience with software development in JavaScript/TypeScript, Node.js, or Python, writing custom applications that interact with multiple REST APIs and webhooks.
• Solid understanding of telephony and SIP - Webex Calling, CUBE/Local Gateway, PSTN connectivity, dial plans, and carrier concepts - and how they apply to cloud contact center designs.
• 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, Webex integrations and service apps, enterprise identity providers, and least-privilege design for agent-to-tool delegation.
• Practical understanding of omnichannel design, third-party WFO platforms, 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%)

Additional Preferred Skills:

• Cisco certifications such as CCNP Collaboration or Cisco partner credentials for Webex Contact Center.
• Experience with the Webex agentic platform - the Webex Contact Center MCP Server, Agentic Apps, and connecting external MCP servers to Webex AI Agents.
• Hands-on delivery experience with Amazon Connect - contact flows, Contact Lens, Amazon Lex V2, Amazon Bedrock, Lambda, and related AWS services. Preferred, not required.
• Hands-on delivery experience with Genesys Cloud CX - Architect flows, skills-based and predictive routing, Bot Flows, Agent Copilot, and Platform API integrations. Preferred, not required.
• Background with legacy Cisco contact center platforms (UCCE/PCCE, CVP, Finesse, CUCM, UCCX) and migration paths to Webex Contact Center.
• Experience with Webex Contact Center for Salesforce or other embedded-CRM agent experiences.
• Prior experience in a professional services, consulting, or systems integrator environment, working to billable delivery expectations.
• Vertical experience in healthcare, financial services, retail, or public sector, including familiarity with HIPAA, PCI-DSS, or FedRAMP compliance requirements.
• Experience with SQL, GraphQL, and contact center data models for custom reporting and analytics.

Education and Experience:

• Bachelor's degree in Computer Science, Engineering, or a related field - or equivalent professional and/or military experience.

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 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
Presidio is 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. Presidio's 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 https://presidio.com

Applications will be accepted on a rolling basis.

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