CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you lead AI-enabled contact center transformations, combining CCaaS with Generative AI on AWS to deliver scalable, measurable business outcomes. You work across business and technical stakeholders to shape architectures, roadmaps, and delivery across strategy, build, launch, and adoption. You partner with clients to define future-state operating models and service experiences, driving modernization at scale. This opportunity lets you influence transformative customer experiences through cloud, AI, and cross-functional collaboration. 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 (prompt engineering, RAG, agent/tool-calling) with governance and safety controls * Partner with clients to define future-state service experiences and technology architectures for contact center modernization * Support business development efforts with scope, estimates, solution storylines, workshops, and executive discussions * Lead design, build, testing, and deployment of cloud-based contact center solutions; mentor teams and ensure delivery quality and adoption at scale Tasks * 8+ years of experience delivering digital, cloud, and/or contact center solutions in consulting or industry * 4+ years of experience architecting, building, and supporting AWS-based solutions * Bachelor’s degree in Computer Science, Engineering, or equivalent * Ability to travel up to 50% * Strong communication, leadership, and task-management skills Key requirements * discretionary annual incentive program * travel up to 50%

and modernization * Support business development efforts with scope, estimates, solution storylines, workshops, and executive discussions * Lead design, build, testing, and deployment of cloud-based contact center solutions; mentor teams and ensure delivery quality and adoption at scale Tasks * 8+ years of experience delivering digital, cloud, and/or contact center solutions in consulting or industry * 4+ years of experience architecting, building, and supporting AWS-based solutions * Bachelor’s degree in Computer Science, Engineering, or equivalent * Ability to travel up to 50% * Strong communication, leadership, and task-management skills Key requirements * discretionary annual incentive program * travel up to 50%