CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you lead customer-centered contact center modernization through CCaaS and Generative AI anchored on AWS. You bridge business and technical teams to shape scalable solutions and drive measurable outcomes. Expect to design and deliver end-to-end AI-enabled contact center programs, guiding architecture, build, and adoption at scale. You’ll partner with clients on operating models and future-state experiences, and contribute to business development with compelling solution narratives. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and translate servicing objectives into solution roadmaps and measurable outcomes * Architect and deliver Contact Center AI solutions using GenAI patterns, governance, and safety controls * Define future-state service experiences and technology architectures across modernization initiatives * Support business development by contributing to scope, estimates, and executive-level discussions * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor teams and ensure adoption at scale Tasks * 8+ years of consulting/industry experience delivering digital, cloud, or contact center solutions * 4+ years of AWS-based solution architecture, build, and support * Bachelor in Computer Science (or equivalent) * Ability to travel up to 50% * Strong communication and leadership capabilities Key requirements *

design, build, test, and deployment of cloud-based contact center solutions; mentor teams and ensure adoption at scale Tasks * 8+ years of consulting/industry experience delivering digital, cloud, or contact center solutions * 4+ years of AWS-based solution architecture, build, and support * Bachelor in Computer Science (or equivalent) * Ability to travel up to 50% * Strong communication and leadership capabilities Key requirements *