CCaaS x AI, Manager, Functional Transformation

Experteer Overview As a functional Manager, you lead AI-enabled contact center transformations using CCaaS and GenAI anchored on AWS, shaping scalable delivery from strategy to adoption. You collaborate across business and tech stakeholders to define future-state operating models and architectures. You guide solution roadmaps, govern GenAI patterns, and drive measurable business outcomes while mentoring delivery teams. This role blends strategy, technology, and change leadership to modernize customer experiences at scale. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements, translating servicing objectives into solution roadmaps and measurable outcomes * Architect and deliver Contact Center AI solutions using GenAI patterns (prompt engineering, retrieval-augmented generation, agent/tool-calling) with governance and safety controls * Partner with clients to define future-state service experiences, operating models, and technology architectures for modernization initiatives * Support business development by contributing to scope, estimates, solution storylines, and executive-level discussions * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor practitioners and promote quality and adoption at scale * Demonstrate independent work ethic while collaborating with cross-functional teams and managing multiple tasks in a fast-paced environment Tasks * 8+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions * 4+ years project 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 * discretionary annual incentive program * broad range of benefits * opportunities for professional development

AI, for modernization initiatives * Support business development by contributing to scope, estimates, solution storylines, and executive-level discussions * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor practitioners and promote quality and adoption at scale * Demonstrate independent work ethic while collaborating with cross-functional teams and managing multiple tasks in a fast-paced environment Tasks * 8+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions * 4+ years project 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 * discretionary annual incentive program * broad range of benefits * opportunities for professional development