CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role, you drive modernization of contact centers using CCaaS and Generative AI anchored on AWS. You partner with cross-functional stakeholders to shape scalable solution roadmaps and lead delivery teams from strategy to adoption. You design AI-enabled contact center architectures with governance and safety controls, and contribute to business development where CC-AI is core. You’ll work across teams to deliver measurable business outcomes and sustainable adoption. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements with roadmap and measurable outcomes * Architect and deliver CC AI 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 storytelling * Lead design, build, test, and deployment of cloud-based contact center solutions and mentor delivery teams Tasks * 8+ years of consulting and/or industry experience delivering digital, cloud, or contact center solutions * 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% * Strong communication and interpersonal skills * Ability to manage multiple tasks in a fast-paced environment * Proven project leadership and delivery capability * Ability to guide others with clear direction Key requirements * Discretionary annual incentive program * Accommodations for disabilities in recruiting process * Broad range of benefits (as part of Deloitte) * Professional development opportunities

_ of cloud-based contact center solutions and mentor delivery teams Tasks * 8+ years of consulting and/or industry experience delivering digital, cloud, or contact center solutions * 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% * Strong communication and interpersonal skills * Ability to manage multiple tasks in a fast-paced environment * Proven project leadership and delivery capability * Ability to guide others with clear direction Key requirements * Discretionary annual incentive program * Accommodations for disabilities in recruiting process * Broad range of benefits (as part of Deloitte) * Professional development opportunities