Engineer, Managed Services Contact Center (Remote)

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 customers—to achieve more through innovation, automation, and intelligent insights. The Role The Engineer, Managed Services Contact Center is a position that supports the Contact Center customers. The primary activities include application development, troubleshooting, moves, adds, changes, scripting, patching, and customer technical support. Travel Requirements: These roles will be remotely based in the Continental US with 5% associate travel. Shifts: Associated shifts available will be 9:00 pm-5:00 am ET and the second role will be 12:00 pm-9:00 pm ET. Responsibilities include: Perform minor SR upgrades of Contact Center solutions. Perform minor script alterations on call routing and prompting. Adhere to best practices defined by Cisco, Amazon, Five9 and Presidio. Troubleshoot and make administrative changes to customers’ contact center environments as required Keep up to date on newly released versions of Cisco, Amazon, Five9 and 3rd party contact center products Keep up to date on relevant competitive solutions, products and services Maintain current certifications and obtain new contact center certifications as they become available Technology/Area of Specialization: Cisco ICM/UCCE/PCCE Cisco CVP Cisco IPIVR eGain EIM/WIM VXML Gateway configuration H323/SIP Cisco Webex Contact Center (WxCC) Cisco Webex Contact Center Enterprise (WxCCE) Five9 Cloud Contact Center Amazon Connect Basic Knowledge, Skills, and Abilities: Cisco Call Manager Cisco UCCX Required Skills and Professional Experience Bachelor’s degree or the equivalent work experience and/or military experience (preferably BS/BA (EE/CS) 2 year's experience working with Contact Center Ability to assess a problem and determine an effective course of action. Experience with project management and resource tracking techniques Knowledge of software and/or hardware, testing and implementation Ability to work effectively and add value as a team member Demonstrate technical knowledge and consultative skills Ability to perform tasks with minor supervision Demonstrate ability to implement, drive and track projects Ability to apply solutions, technology and products to a business opportunity Strong written and verbal communication, listening, and strong presentation skills 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 in 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 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, enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally. For more information, visit www.presidio.com . ***** 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. Presidio is an Equal Opportunity Employer Disability/Vets. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories. The "Know Your Rights" Poster is available here: Presidio's EEO Policy Statement is available here: Presidio is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and your contact information. Presidio is a VEVRAA Federal Contractor requesting priority referrals of protected veterans for its openings. State Employment Services, please provide priority referrals to [email protected] . Notice to Massachusetts Candidates: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates 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 fees related to unsolicited resumes/CVs. #LI-PH1