CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you lead AI-enabled contact center modernization engagements, shaping scalable AWS-based solutions (e.g., Amazon Connect, Lex, Bedrock) that drive measurable business outcomes. You work with cross-functional client teams to define future service experiences, operating models, and architectures, guiding delivery from strategy to adoption. You contribute to business development by framing opportunities and stories, while mentoring delivery teams to ensure quality and scale. This role offers the chance to influence complex customer journeys and leverage Generative AI to transform service experiences. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and translate objectives into roadmaps and architecture decisions * Architect and deliver CCaaS solutions using GenAI patterns with governance and safety controls * Partner with clients to define future-state service experiences and technology architectures * Support business development with scope, estimates, solution narratives, and executive discussions * Lead teams through design, build, test, and deployment of cloud-based CC solutions and promote adoption at scale Tasks * 8+ years in consulting or industry delivering digital, cloud, or contact center solutions * 4+ years architecting, building, and supporting cloud-based solutions on AWS * Bachelor in Computer Science (or equivalent) * Ability to travel up to 50% * Experience leading projects or workstreams * Strong communication and relationship-building skills Key requirements *

Overview with scope, estimates, solution narratives, and executive discussions * Lead teams through design, build, test, and deployment of cloud-based CC solutions and promote adoption at scale Tasks * 8+ years in consulting or industry delivering digital, cloud, or contact center solutions * 4+ years architecting, building, and supporting cloud-based solutions on AWS * Bachelor in Computer Science (or equivalent) * Ability to travel up to 50% * Experience leading projects or workstreams * Strong communication and relationship-building skills Key requirements *