CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you lead transformation programs that modernize contact centers using CCaaS and Generative AI anchored on AWS. You work with cross-functional teams to shape solution roadmaps, architecture decisions, and measurable business outcomes. You’ll guide delivery from strategy through build, launch, and adoption, balancing technology, processes, and change management. This position offers impact at scale across diverse client engagements and a chance to advance AI-enabled customer experiences. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements; translate objectives into roadmaps and architecture decisions * Architect and deliver Contact Center AI solutions using GenAI patterns (prompt engineering, RAG, agent/tool-calling) with governance and safety controls * Define future-state service experiences and operating models across modernization initiatives * Support business development with scope, estimates, solution storytelling, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor teams and ensure delivery quality and adoption Tasks * 8+ years in consulting 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% * Strong communication, collaboration, and leadership capabilities Key requirements *

storytelling, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor teams and ensure delivery quality and adoption Tasks * 8+ years in consulting 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% * Strong communication, collaboration, and leadership capabilities Key requirements *