CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role, you drive the modernization of contact centers using CCaaS and Generative AI anchored on AWS. You collaborate across business and technical stakeholders to shape scalable solutions and lead delivery from strategy to adoption. You’ll design AI-enabled contact center architectures and elevate customer experiences, guided by governance and measurable business outcomes. This position offers impact across clients, teams, and transformative tech, with opportunities to influence how service experiences are delivered at scale. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and translate servicing objectives into roadmaps and architecture decisions * 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 shaping scope, estimates, and solution storytelling for CCaaS AI projects * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor teams and ensure delivery quality and adoption at scale Tasks * 8+ years of experience delivering digital, cloud, and/or contact center solutions in consulting or industry * 4+ years of 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% * Ability to work across business and technical stakeholders and manage multiple tasks in a fast-paced environment Key requirements *

_ business development by shaping scope, estimates, and solution storytelling for CCaaS AI projects * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor teams and ensure delivery quality and adoption at scale Tasks * 8+ years of experience delivering digital, cloud, and/or contact center solutions in consulting or industry * 4+ years of 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% * Ability to work across business and technical stakeholders and manage multiple tasks in a fast-paced environment Key requirements *