CCaaS x AI, Manager, Functional Transformation

Experteer Overview As a Functional Transformation Manager, you will lead AI-enabled contact center modernization leveraging CCaaS and Generative AI on AWS. You’ll shape solution roadmaps, architecture, and delivery across strategy, build, and adoption, partnering with cross-functional clients. You’ll drive measurable business outcomes through scalable, governance-aware GenAI patterns and cloud-native delivery. This role sits at the intersection of business goals and technology, enabling transformative customer experiences at scale. You’ll work with a multidisciplinary team to deliver high-impact, customer-centric outcomes on complex programs. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements, translating 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 * Partner with clients to define future-state service experiences, operating models, and architectures for modernization initiatives * Support business development by contributing to scope, estimates, solution narratives, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions, mentoring teams and ensuring delivery quality and scale Tasks * 8+ years in consulting or industry delivering digital/cloud/contact center solutions * 4+ years project experience architecting, building, and supporting AWS-based solutions * Bachelor’s degree in Computer Science or Engineering (or equivalent) * Willingness to travel up to 50% Key requirements *

and future-state service experiences, operating models, and architectures for modernization initiatives * Support business development by contributing to scope, estimates, solution narratives, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions, mentoring teams and ensuring delivery quality and scale Tasks * 8+ years in consulting or industry delivering digital/cloud/contact center solutions * 4+ years project experience architecting, building, and supporting AWS-based solutions * Bachelor’s degree in Computer Science or Engineering (or equivalent) * Willingness to travel up to 50% Key requirements *