CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role, you drive contact center modernization by leveraging CCaaS and Generative AI anchored on AWS to deliver measurable business outcomes. You will lead cross-functional teams, shape scalable solution roadmaps, and guide delivery from strategy through adoption. You’ll architect AI-enabled contact center solutions and partner with clients on future-state operating models. This position offers impact across customer experiences, digital product strategies, and enterprise transformation. A strong hook is the opportunity to shape AI-driven customer service at scale within a leading consulting environment. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams, translating servicing objectives into roadmaps and measurable outcomes * Architect and deliver GenAI-powered Contact Center solutions with governance and safety controls * Partner with clients to define future-state operating models and technology architectures for modernization * Support business development with scope, estimates, and solution storytelling for CCaaS AI components * Direct design, build, test, and deployment of cloud-based contact center solutions while mentoring delivery teams * Promote delivery quality, technical rigor, and adoption at scale across engagements 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 *

_ * Support business development with scope, estimates, and solution storytelling for CCaaS AI components * Direct design, build, test, and deployment of cloud-based contact center solutions while mentoring delivery teams * Promote delivery quality, technical rigor, and adoption at scale across engagements 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 *