CCaaS x AI, Manager, Functional Transformation

Experteer Overview As a Functional Manager, you drive modernisation of contact centers through CCaaS and Generative AI anchored on AWS, guiding strategy, architecture, and delivery. You will lead AI-enabled transformation workstreams, shape future-state service experiences, and oversee cross-functional delivery teams from design to adoption. This role blends business impact with technical rigor, delivering scalable, governance-aware CCaaS solutions. You join a collaborative team solving complex customer experiences and growth challenges with innovative tech. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and define roadmaps with measurable business outcomes * Architect and deliver CCaaS/GenAI solutions using patterns like prompt engineering, RAG, and agent/tool-calling with governance and safety controls * Partner with clients to define operating models and architectures for contact center modernization * Support business development with scope, estimates, solution stories, and executive discussions * Lead design, build, test, and deployment of cloud-based CCaaS solutions while mentoring teams and ensuring delivery quality and adoption * Mentor practitioners and promote delivery discipline and scale Tasks * 8+ years of experience in consulting or industry delivering digital, cloud, and/or contact center solutions * 4+ years of AWS-based solution architecture, building, and support * Bachelor’s degree in Computer Science, Engineering, or equivalent * Ability to travel up to 50% * Strong communication, collaboration, and delivery leadership skills Key requirements *

controls solution stories, and executive discussions * Lead design, build, test, and deployment of cloud-based CCaaS solutions while mentoring teams and ensuring delivery quality and adoption * Mentor practitioners and promote delivery discipline and scale Tasks * 8+ years of experience in consulting or industry delivering digital, cloud, and/or contact center solutions * 4+ years of AWS-based solution architecture, building, and support * Bachelor’s degree in Computer Science, Engineering, or equivalent * Ability to travel up to 50% * Strong communication, collaboration, and delivery leadership skills Key requirements *