CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role, you drive the modernization of contact centers by leveraging CCaaS and Generative AI anchored on AWS. You’ll work across business and technical stakeholders to shape scalable solutions and lead delivery teams from strategy to adoption. You’ll architect AI-enabled contact center solutions and govern them with safe, measurable outcomes. You’ll partner with clients on future-state service experiences and operating models, while contributing to business development. This is a hands-on leadership role at Deloitte’s Sales & Service practice with meaningful impact on customer experience and transformation. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements, translating objectives into roadmaps and measurable outcomes * Architect and deliver Contact Center AI solutions using GenAI patterns (prompt engineering, RAG, agent/tool-calling) with governance and safety controls * Partner with clients to define future-state service experiences, operating models, and tech architectures for modernization initiatives * Support business development by contributing to scope, estimates, solution stories, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions, mentoring practitioners and ensuring quality and adoption at scale 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 *

on service experiences, operating models, and tech architectures for modernization initiatives * Support business development by contributing to scope, estimates, solution stories, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions, mentoring practitioners and ensuring quality and adoption at scale 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 *