CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you lead modernizing contact centers using CCaaS and GenAI anchored on AWS, guiding cross-functional teams from strategy through deployment. You translate servicing goals into scalable architectures and roadmaps, delivering measurable business outcomes. You’ll shape future-state service experiences and operating models while supporting business development with compelling solution narratives. This position offers the opportunity to drive large-scale transformation at Deloitte’s Sales & Service practice. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements, turning objectives into roadmaps and architecture decisions * Architect and deliver GenAI-powered contact center solutions using patterns like prompt engineering and retrieval-augmented generation with governance and safety controls * Partner with clients to define operating models and tech architectures for contact center modernization * Support business development by contributing to scope, estimates, and executive-facing solution stories * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor teams for quality and scale adoption Tasks * 8+ years in consulting or industry delivering digital, cloud, or contact center solutions * 4+ years AWS-based cloud solution architecture, build, and support * Bachelor’s degree in Computer Science, Engineering, or equivalent * Willingness to travel up to 50% * Ability to lead projects and workstreams with strong communication and stakeholder management Key requirements * discretionary annual incentive program * broad range of benefits * opportunities for growth and mentorship * inclusive culture and professional development

development by contributing to scope, estimates, and executive-facing solution stories * Lead design, build, test, and deployment of cloud-based contact center solutions; mentor teams for quality and scale adoption Tasks * 8+ years in consulting or industry delivering digital, cloud, or contact center solutions * 4+ years AWS-based cloud solution architecture, build, and support * Bachelor’s degree in Computer Science, Engineering, or equivalent * Willingness to travel up to 50% * Ability to lead projects and workstreams with strong communication and stakeholder management Key requirements * discretionary annual incentive program * broad range of benefits * opportunities for growth and mentorship * inclusive culture and professional development