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# CCaaS x AI, Manager, Functional Transformation

- **Company:** Deloitte T.T.L.
- **Location:** Grand Rapids, MI, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Amazon Web Services, Cloud Computing, Retrieval-Augmented Generation, Information Technology
- **Published:** August 10, 2026
- **Apply:** https://us.experteer.com/career/view-jobs/ccaas-x-ai-manager-functional-transformation-grand-rapids-mi-usa-58885968

## About the Role

for experiences and operating models across modernization initiatives * Support business development with scope, estimates, solution stories, and executive discussions * Direct design, build, test, and deployment of cloud-based contact center solutions and mentor delivery teams to ensure quality and scale Tasks * 8+ years in consulting or industry delivering digital, cloud, and/or contact center solutions * 4+ years of experience architecting and delivering cloud-based solutions on AWS * Bachelor's degree in Computer Science, Engineering, or equivalent work experience * Ability to travel up to 50% * Strong communication and relationship-building skills * Ability to lead projects or workstreams and manage multiple tasks in a fast-paced environment Key requirements * broad range of benefits * inclusive culture * professional development opportunities * discretionary annual incentive program

## Description

Experteer Overview In this role you lead AI-enabled contact center modernization leveraging CCaaS and GenAI anchored on AWS. You work across business and technical stakeholders to shape scalable solutions, roadmaps, and adoption for clients. You'll guide delivery teams through strategy, architecture, build, and deployment, driving measurable customer experience and operational outcomes. You join a multidisciplinary team that blends strategy, technology, and creativity to transform sales and service experiences at scale. This is a high-impact opportunity to influence deployments and governance for responsible AI in contact centers. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and translate servicing objectives into actionable roadmaps and architectures * Architect and deliver GenAI-powered contact center solutions with patterns like prompt engineering and retrieval-augmented generation, with governance and safety controls * Define future-state service experiences and operating models across modernization initiatives * Support business development with scope, estimates, solution stories, and executive discussions * Direct design, build, test, and deployment of cloud-based contact center solutions and mentor delivery teams to ensure quality and scale Tasks * 8+ years in consulting or industry delivering digital, cloud, and/or contact center solutions * 4+ years of experience architecting and delivering cloud-based solutions on AWS * Bachelor's degree in Computer Science, Engineering, or equivalent work experience * Ability to travel up to 50% * Strong communication and relationship-building skills * Ability to lead projects or workstreams and manage multiple tasks in a fast-paced environment Key requirements * broad range of benefits * inclusive culture * professional development opportunities * discretionary annual incentive program


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