CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you drive contact center modernization through CCaaS and Generative AI anchored on AWS. You’ll lead cross-functional delivery, shaping architectures and roadmaps to achieve measurable business outcomes. You partner with clients to define future service experiences and operating models, while guiding teams through strategy, build, and adoption. The position blends technology, process, and change with a focus on scalable, AI-enabled customer journeys. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements, translating servicing objectives into solution 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 technology architectures across modernization initiatives * Support business development by contributing to scope, estimates, solution storylines, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions, mentoring practitioners and ensuring delivery quality and adoption Tasks * 8+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions * 4+ years of 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 *

on by contributing to scope, estimates, solution storylines, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions, mentoring practitioners and ensuring delivery quality and adoption Tasks * 8+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions * 4+ years of 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 *