CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you drive modernized, AI-enabled contact center transformations for clients, using CCaaS and GenAI anchored on AWS. You lead cross-functional delivery, shaping roadmaps, architecture decisions, and measurable business outcomes. You’ll guide future-state service experiences, operating models, and cloud-based architectures, while supporting business development and delivering at scale across teams. This is a high-impact leadership role within Deloitte’s Sales & Service group, focused on transforming customer interactions through innovative technologies. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams, translating objectives into roadmaps and measurable outcomes * Architect and deliver Contact Center AI solutions using GenAI patterns with governance and safety controls * Define future-state service experiences and operating models across modernization initiatives * Support business development activities with scope, estimates, and solution storytelling * Oversee design, build, test, and deployment of cloud-based contact center solutions; mentor delivery teams to ensure quality and adoption Tasks * 8+ years in consulting or industry delivering digital, cloud, or contact center solutions * 4+ years of experience architecting, building, and supporting AWS-based solutions * Bachelor in Computer Science or equivalent work experience * Ability to travel up to 50% Key requirements *

mentor and solution storytelling * Oversee design, build, test, and deployment of cloud-based contact center solutions; mentor delivery teams to ensure quality and adoption Tasks * 8+ years in consulting or industry delivering digital, cloud, or contact center solutions * 4+ years of experience architecting, building, and supporting AWS-based solutions * Bachelor in Computer Science or equivalent work experience * Ability to travel up to 50% Key requirements *