CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you will lead the modernization of contact centers using CCaaS and Generative AI anchored on AWS, guiding cross-functional teams from strategy to deployment. You will shape scalable architectures, deliver AI-powered center solutions, and drive adoption with measurable business outcomes. The position sits at the intersection of business goals and technical delivery, partnering with clients to redefine service experiences. This is a chance to influence transformational programs at scale and work with leading cloud and AI technologies. You will operate in a dynamic environment that values collaboration, delivery rigor, and impact. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and translate 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. * Define future-state service experiences and operating models across contact center modernization initiatives. * Support business development by shaping scope, estimates, solution narratives, and executive discussions. * Lead design, build, test, and deployment of cloud-based contact center solutions while mentoring teams and ensuring quality at scale. Tasks * 8+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions * 4+ years 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 *

rigor, service experiences and operating models across contact center modernization initiatives. * Support business development by shaping scope, estimates, solution narratives, and executive discussions. * Lead design, build, test, and deployment of cloud-based contact center solutions while mentoring teams and ensuring quality at scale. Tasks * 8+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions * 4+ years 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 *