CCaaS x AI, Manager, Functional Transformation

Experteer Overview In this role you drive contact center modernization using CCaaS and GenAI anchored on AWS. You work across business and tech stakeholders to shape scalable solutions, guiding strategy, architecture, and delivery from conception to deployment. You’ll lead AI-enabled transformation workstreams, design GenAI-based CC solutions, and help clients adopt new operating models. This position offers meaningful impact by advancing customer experiences and unlocking value through technology and data-driven services. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and translate objectives into roadmap 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 across modernization initiatives * Support business development efforts by contributing to scope, estimates, solution stories, workshops, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions, mentoring practitioners and ensuring delivery quality and adoption at scale Tasks * 8+ years of experience in consulting or industry delivering digital, cloud, and/or contact center solutions * 4+ years of 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% * Ability to work independently and in a team * Strong written and verbal communication * Meticulous attention to detail and quality of work * Ability to build and sustain professional relationships * Ability to lead projects or workstreams * Ability to manage multiple tasks in a fast-paced environment * Strong interpersonal skills and professional demeanor * Ability to meet deadlines * Ability to provide clear guidance to others Key requirements *

and by contributing to scope, estimates, solution stories, workshops, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions, mentoring practitioners and ensuring delivery quality and adoption at scale Tasks * 8+ years of experience in consulting or industry delivering digital, cloud, and/or contact center solutions * 4+ years of 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% * Ability to work independently and in a team * Strong written and verbal communication * Meticulous attention to detail and quality of work * Ability to build and sustain professional relationships * Ability to lead projects or workstreams * Ability to manage multiple tasks in a fast-paced environment * Strong interpersonal skills and professional demeanor * Ability to meet deadlines * Ability to provide aa and guidance to others Key requirements *