CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you lead AI-enabled contact center transformations for clients, using CCaaS and Generative AI anchored on AWS. You shape roadmaps, architecture, and delivery through strategy-to-adoption cycles, guiding cross-functional teams. You’ll build scalable contact center AI solutions with governance and safety controls, and drive business outcomes. You partner across business and technical stakeholders to define future-state experiences and operating models. This is a high-impact, client-facing leadership role at Deloitte’s Sales & Service team. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements with measurable outcomes * Architect and deliver Contact Center AI solutions using GenAI patterns (prompt engineering, RAG, agent/tool-calling) with governance * Define future-state service experiences, operating models, and architectures for modernization initiatives * Support business development with scoping, estimates, solution storytelling, workshops, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor practitioners and promote delivery quality Tasks * 8+ years in consulting or industry delivering digital, cloud, and/or contact center solutions * 4+ years of project experience architecting, building, and supporting cloud-based solutions on AWS * Bachelor in Computer Science (or equivalent) * Ability to travel up to 50% * Proven ability to lead projects or workstreams * Strong written and verbal communication skills * Meticulous attention to quality and detail * Ability to build and sustain professional relationships Key requirements *

_ solution storytelling, workshops, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor practitioners and promote delivery quality Tasks * 8+ years in consulting or industry delivering digital, cloud, and/or contact center solutions * 4+ years of project experience architecting, building, and supporting cloud-based solutions on AWS * Bachelor in Computer Science (or equivalent) * Ability to travel up to 50% * Proven ability to lead projects or workstreams * Strong written and verbal communication skills * Meticulous attention to quality and detail * Ability to build and sustain professional relationships Key requirements *