CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role, you drive AI-enabled contact center modernization projects that combine CCaaS with Generative AI hosted on AWS. You will align cross-functional stakeholders to define roadmaps, architectures, and measurable outcomes, while guiding delivery from strategy to adoption. You’ll design GenAI-based CCaaS solutions with governance and safety controls and partner with clients to shape future service models. You’ll support business development and lead teams to deliver cloud-based contact center solutions at scale. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams, translating servicing objectives into solution roadmaps and measurable business outcomes * Architect and deliver contact center AI solutions using GenAI patterns (prompt engineering, RAG, agent/tool-calling) with governance and safety controls * Collaborate with clients to define future-state service experiences, operating models, and technology architectures across modernization initiatives * Support business development by contributing to scope, estimates, solution narratives, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor practitioners and ensure delivery quality and adoption at scale * Provide clear guidance to teams and manage multiple tasks in a fast-paced environment Tasks * 8+ years of experience in consulting or industry delivering digital, cloud, or contact center solutions * 4+ years of experience architecting/building/supporting cloud-based solutions on AWS * Bachelor’s degree in Computer Science, Engineering, or equivalent * Ability to travel up to 50% * Experience working across business and technical stakeholders to deliver complex initiatives Key requirements *

FULL_TIME initiatives * Support business development by contributing to scope, estimates, solution narratives, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor practitioners and ensure delivery quality and adoption at scale * Provide clear guidance to teams and manage multiple tasks in a fast-paced environment Tasks * 8+ years of experience in consulting or industry delivering digital, cloud, or contact center solutions * 4+ years of experience architecting/building/supporting cloud-based solutions on AWS * Bachelor’s degree in Computer Science, Engineering, or equivalent * Ability to travel up to 50% * Experience working across business and technical stakeholders to deliver complex initiatives Key requirements *