CCaaS x AI, Manager, Functional Transformation

Experteer Overview As a Functional Transformation Manager, you will lead AI-enabled contact center modernization initiatives using CCaaS and GenAI on AWS, shaping scalable solutions and guiding delivery from strategy to adoption. You will align servicing objectives with architecture decisions, drive measurable business outcomes, and mentor delivery teams. This role partners with clients and cross-functional stakeholders to define future-state operating models and technology architectures, contributing to business development efforts. You thrive in fast-paced environments and deliver high-quality, scalable cloud-based solutions. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and translate 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 and architectures across modernization initiatives * Support business development by contributing to scope, estimates, solution stories, 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 * Work across business and technical stakeholders with strong communication and project leadership across multiple tasks in a dynamic environment Tasks * 8+ years experience in consulting or industry delivering digital, cloud, and/or contact center solutions * 4+ years project experience architecting, building, and supporting cloud-based solutions on AWS * Ability to travel up to 50% * Bachelor’s degree in Computer Science, Engineering, or equivalent work experience * Experience with cross-platform AI/CCaaS capabilities and AWS services is preferred (constructs from the description) Key requirements * discretionary annual incentive program

a and architectures across modernization initiatives * Support business development by contributing to scope, estimates, solution stories, 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 * Work across business and technical stakeholders with strong communication and project leadership across multiple tasks in a dynamic environment Tasks * 8+ years experience in consulting or industry delivering digital, cloud, and/or contact center solutions * 4+ years project experience architecting, building, and supporting cloud-based solutions on AWS * Ability to travel up to 50% * Bachelor’s degree in Computer Science, Engineering, or equivalent work experience * Experience with cross-platform AI/CCaaS capabilities and AWS services is preferred (constructs from the description) Key requirements * discretionary annual incentive program