CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role, you drive AI-enabled contact center modernization for clients by shaping scalable CCaaS solutions anchored on AWS. You’ll lead cross-functional teams through strategy, architecture, build, and adoption, delivering measurable business outcomes. You’ll partner with clients to design future-state service experiences and operating models, while contributing to business development and ensuring delivery quality at scale. This is an opportunity to fuse strategy, technology, and change management in a global transformation, with a focus on Generative AI and cloud-native modernization. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams from strategy to roadmaps and measurable outcomes * Architect and deliver CCaaS solutions using GenAI patterns (prompt engineering, RAG, agent/tool-calling) with governance and safety controls * Partner with clients to define future-state service experiences and architectures for modernization initiatives * Support business development by shaping scope, estimates, solution stories, and executive discussions * Lead design, build, test, and deployment of cloud-based CCaaS solutions, mentoring teams and ensuring delivery quality and adoption Tasks * 8+ years of experience 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% * excellent written and verbal communication * ability to manage multiple tasks in a fast-paced environment Key requirements *

anchored * Support business development by shaping scope, estimates, solution stories, and executive discussions * Lead design, build, test, and deployment of cloud-based CCaaS solutions, mentoring teams and ensuring delivery quality and adoption Tasks * 8+ years of experience 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% * excellent written and verbal communication * ability to manage multiple tasks in a fast-paced environment Key requirements *