CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you help clients modernize contact centers using CCaaS and Generative AI anchored on AWS. You will shape scalable solution roadmaps, architectures, and delivery across strategy, build, and adoption. You’ll lead AI-enabled contact center transformation workstreams and partner with clients to define future service experiences and operating models. You’ll also support business development and mentor delivery teams to ensure quality and scale. This is a hands-on leadership role with a strong focus on measurable business outcomes and cross-functional collaboration. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams translating servicing objectives into roadmaps and measurable outcomes * 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 architectures for CCaaS modernization * Support business development by contributing to scope, estimates, solution narratives, and executive discussions * Lead design, build, test, and deployment of cloud-based CCaaS solutions, mentoring practitioners and ensuring delivery quality at scale Tasks * 8+ years of consulting/industry experience delivering digital, cloud, or contact center solutions * 4+ years of project experience architecting and supporting cloud-based solutions on AWS * Bachelor’s degree in Computer Science or Engineering * Willingness to travel up to 50% Key requirements *

workstreams for CCaaS modernization * Support business development by contributing to scope, estimates, solution narratives, and executive discussions * Lead design, build, test, and deployment of cloud-based CCaaS solutions, mentoring practitioners and ensuring delivery quality at scale Tasks * 8+ years of consulting/industry experience delivering digital, cloud, or contact center solutions * 4+ years of project experience architecting and supporting cloud-based solutions on AWS * Bachelor’s degree in Computer Science or Engineering * Willingness to travel up to 50% Key requirements *