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# CCaaS x AI, Manager, Functional Transformation

- **Company:** Deloitte T.T.L.
- **Location:** Columbus, OH, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Amazon Web Services, Cloud Computing, Prompt Engineering, Generative AI, Information Technology
- **Published:** August 10, 2026
- **Apply:** https://us.experteer.com/career/view-jobs/ccaas-x-ai-manager-functional-transformation-columbus-oh-usa-58885961

## About the Role

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 *

## Description

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 *


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