CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you drive contact center modernization with CCaaS and Generative AI anchored on AWS, shaping scalable, end-to-end solutions for clients. You’ll collaborate across business and technical stakeholders to define roadmaps, architectures, and measurable outcomes. You lead delivery teams through strategy, build, launch, and adoption, while ensuring delivery quality and governance. This position offers meaningful impact by advancing AI-enabled customer experiences and operating models at scale. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements, turning servicing 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. * Collaborate with clients to define future-state service experiences, operating models, and architectures for modernization initiatives. * Support business development by contributing to scope, estimates, solution stories, and executive workshops. * Direct design, build, test, and deployment of cloud-based contact center solutions; mentor practitioners and promote delivery quality at scale. Tasks * 8+ years of consulting or industry experience delivering digital, cloud, or contact center solutions. * 4+ years of project experience architecting, building, and supporting cloud-based solutions on AWS. * Bachelor’s degree in Computer Science, Engineering, or equivalent work experience * Ability to travel up to 50% on average. Key requirements *

business development by contributing to scope, estimates, solution stories, and executive workshops. * Direct design, build, test, and deployment of cloud-based contact center solutions; mentor practitioners and promote delivery quality at scale. Tasks * 8+ years of consulting or industry experience delivering digital, cloud, or contact center solutions. * 4+ years of project experience architecting, building, and supporting cloud-based solutions on AWS. * Bachelor’s degree in Computer Science, Engineering, or equivalent work experience * Ability to travel up to 50% on average. Key requirements *