CCaaS x AI, Manager, Functional Transformation

Experteer Overview As a functional Manager, you will lead AI-enabled contact center modernization using CCaaS and Generative AI on AWS. You’ll drive strategic roadmaps, architecture decisions, and measurable business outcomes across delivery teams. You’ll shape future-state service experiences and operating models in collaboration with clients. This role offers impact at scale by combining technology, process and change management to transform customer interactions. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements, translating servicing objectives into roadmaps and measurable outcomes * 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, operating models, and architectures for modernization initiatives * Support business development by contributing to scope, estimates, solution stories, workshops, and executive discussions * 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 in consulting and/or industry delivering digital, cloud, and/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% on average Key requirements *

Ability stories, workshops, and executive discussions * 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 in consulting and/or industry delivering digital, cloud, and/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% on average Key requirements *