CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you lead AI-enabled contact center transformations leveraging CCaaS and GenAI anchored on AWS. You translate client servicing objectives into scalable architectures and roadmaps, guiding cross-functional delivery teams through strategy, build, and adoption. You shape future-state operating models and tech architectures for contact center modernization while contributing to business development and governance. This role combines technology, strategy, and change management to deliver measurable business outcomes and scale adoption. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements, turning servicing objectives into roadmaps and architectures * Architect and deliver Contact Center AI solutions using GenAI patterns with governance and safety controls * Collaborate with clients to define future-state service experiences and operating models across modernization initiatives * Support business development by contributing to scope, estimates, solution stories, and executive discussions * Oversee design, build, test, and deployment of cloud-based contact center solutions; mentor teams for quality and scale execution Tasks * 8+ years of consulting and/or industry experience delivering digital, cloud, and/or contact center solutions * 4+ years of project experience architecting, building, and supporting cloud-based solutions on AWS * Bachelor in Computer Science (or equivalent work experience) * Ability to travel up to 50% on average * Strong written and verbal communication, stakeholder management, and delivery leadership Key requirements *

anchored to scope, estimates, solution stories, and executive discussions * Oversee design, build, test, and deployment of cloud-based contact center solutions; mentor teams for quality and scale execution Tasks * 8+ years of consulting and/or industry experience delivering digital, cloud, and/or contact center solutions * 4+ years of project experience architecting, building, and supporting cloud-based solutions on AWS * Bachelor in Computer Science (or equivalent work experience) * Ability to travel up to 50% on average * Strong written and verbal communication, stakeholder management, and delivery leadership Key requirements *