CCaaS x AI, Manager, Functional Transformation

Experteer Overview As a Functional Transformation Manager, you guide clients through contact center modernization using CCaaS and Generative AI anchored on AWS. You will shape scalable solutions, lead delivery teams, and drive measurable business outcomes from strategy to adoption. You partner with cross-functional stakeholders to define future-state experiences and operating models. This role offers the opportunity to impact customer experiences at scale within a global, collaborative team. Your leadership helps translate AI-powered goals into concrete roadmaps and architectures. Compensation / Benefits * Lead AI-enabled contact center transformation workstreams and engagements, translating objectives into roadmaps, architectures, 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 technology architectures for modernization initiatives * Support business development by contributing to scope, estimates, solution storylines, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions, mentoring teams and ensuring delivery quality and adoption Tasks * 8+ years of consulting or industry experience delivering digital, cloud, and/or contact center solutions * 4+ years of project experience architecting and building cloud-based solutions on AWS * Bachelor in Computer Science, Engineering, or equivalent work experience * Ability to travel up to 50% on average * Strong communication, collaboration, and leadership abilities Key requirements *

teams and technology architectures for modernization initiatives * Support business development by contributing to scope, estimates, solution storylines, and executive discussions * Lead design, build, test, and deployment of cloud-based contact center solutions, mentoring teams and ensuring delivery quality and adoption Tasks * 8+ years of consulting or industry experience delivering digital, cloud, and/or contact center solutions * 4+ years of project experience architecting and building cloud-based solutions on AWS * Bachelor in Computer Science, Engineering, or equivalent work experience * Ability to travel up to 50% on average * Strong communication, collaboration, and leadership abilities Key requirements *