CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you lead the modernization and transformation of contact centers using CCaaS and Generative AI anchored on AWS. You collaborate with business and technical stakeholders to shape scalable roadmaps, guide architecture, and drive delivery from strategy to adoption. You’ll architect AI-enabled center solutions, implement governance and safety patterns, and partner with clients to define future operating models. This is a high-impact leadership role shaping how clients deliver connected, AI-powered customer experiences. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and translate servicing objectives into solution roadmaps and measurable business outcomes * Architect and deliver CCaaS solutions using GenAI patterns (prompt engineering, RAG, agent/tool-calling) with governance and safety controls * Define future-state service experiences and operating models across modernization initiatives * Support business development with scope, estimates, and executive-level solution storytelling * Lead design, build, tests, and deployment of cloud-based contact center solutions; mentor teams for quality and adoption * Collaborate across business and technical stakeholders to ensure scalable delivery across full lifecycle (strategy, architecture, build, launch, adoption) * Manage multiple tasks in a fast-paced environment and communicate clearly with stakeholders Tasks * 8+ years of experience in consulting or industry delivering digital, cloud, 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% * Strong communication and relationship-building skills * Proven ability to lead projects or workstreams and guide teams * Attention to detail and delivery quality * Ability to work independently and across teams Key requirements *

• scope, estimates, and executive-level solution storytelling * Lead design, build, tests, and deployment of cloud-based contact center solutions; mentor teams for quality and adoption * Collaborate across business and technical stakeholders to ensure scalable delivery across full lifecycle (strategy, architecture, build, launch, adoption) * Manage multiple tasks in a fast-paced environment and communicate clearly with stakeholders Tasks * 8+ years of experience in consulting or industry delivering digital, cloud, 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% * Strong communication and relationship-building skills * Proven ability to lead projects or workstreams and guide teams * Attention to detail and delivery quality * Ability to work independently and across teams Key requirements *