CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you drive contact center modernization using CCaaS and Generative AI anchored on AWS. You will lead cross-functional delivery teams, shaping solution roadmaps and architectures that deliver measurable business outcomes. You partner with clients to define future-state service experiences and operating models, guiding cloud-based transformations from strategy to deployment. Your work enables scalable, AI-enabled customer interactions and adoption at scale, contributing to Deloitte’s mission of transforming client experiences. This is a hands-on leadership role with a clear impact on complex customer journeys and technology strategy. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements, translating servicing objectives into roadmaps and measurable outcomes * Architect and deliver Contact Center AI solutions using GenAI patterns (prompt engineering, RAG, agent/tool-calling) with governance and safety controls * Partner with clients to define future-state service experiences and operating models across modernization initiatives * Support business development by contributing to scope, estimates, solution storylines, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions while mentoring teams and promoting delivery quality and adoption Tasks * 8+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions * 4+ years project experience architecting, building, and supporting cloud-based solutions on AWS * Bachelor’s degree in Computer Science, Engineering, or equivalent work experience * Ability to travel up to 50% on average * Limited immigration sponsorship may be available Key requirements * discretionary annual incentive program

Partner with clients to define future-state service experiences and operating models across modernization initiatives * Support business development by contributing to scope, estimates, solution storylines, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions while mentoring teams and promoting delivery quality and adoption Tasks * 8+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions * 4+ years project experience architecting, building, and supporting cloud-based solutions on AWS * Bachelor’s degree in Computer Science, Engineering, or equivalent work experience * Ability to travel up to 50% on average * Limited immigration sponsorship may be available Key requirements * discretionary annual incentive program