CCaaS x AI Manager, Technical Transformation

As a Technical Manager, you will lead the architecture, engineering, and delivery of cloud-based contact center and Generative AI solutions. You will work across business, functional, and technical stakeholders to design secure, scalable solutions using AWS and cross-platform CCaaS capabilities-from technical strategy and architecture through build, testing, deployment, and production support.

• Lead technical delivery for CCaaS and Contact Center AI transformations, guiding teams from solution design and architecture through implementation, testing, deployment, and production support.
• Design scalable AWS-based solutions using Amazon Connect, Lex, Bedrock, Lambda, API Gateway, S3, DynamoDB, and CloudWatch, incorporating Generative AI patterns such as RAG, agent/tool calling, knowledge grounding, and guardrails.
• Translate client requirements into technical architectures, integration designs, delivery plans, testing strategies, and secure cloud solutions spanning CCaaS, CRM, WFM, analytics, knowledge management, and enterprise platforms.
• Partner with client executives, architects, engineers, and operations leaders to resolve technical decisions, manage delivery risks, support proposals and estimates, and mentor Deloitte practitioners.

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationship
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to provide clear guidance to others, * 8+ years of experience in technology consulting, software engineering, cloud architecture, or enterprise solution delivery, including 4+ years designing, building, deploying, and supporting AWS solutions in production.
• Experience designing and implementing cloud-based contact center solutions using platforms such as Amazon Connect, Genesys, NICE CxONE, or Five9, including Generative AI capabilities such as LLMs, RAG, agent/tool calling, conversational AI, or automation.
• Experience with AWS integration and cloud-native architectures, APIs, event-driven solutions, data flows, enterprise security controls, CI/CD, automated testing, source control, Agile/Scrum, and SDLC governance.

• Bachelor’s degree in Computer Science, Engineering, or equivalent work experience

• Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

Preferred

• Production delivery experience with Amazon Connect, Amazon Lex, and Amazon Bedrock (including streaming patterns, security, monitoring/operations).
• Experience implementing enterprise controls: IAM, network segmentation (VPC), secrets management (Secrets Manager/KMS), and observability (CloudWatch).
• Cross-platform exposure to Google Gemini (API/Vertex AI) and/or Dialogflow, including tool calling, safety controls, quotas/limits, and platform trade-offs.
• Experience leading Contact Center AI use cases end-to-end (design through adoption) and partnering with contact center operations leaders on change management and KPI realization.
• Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $144,00 to $241,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce, At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Our people and culture

Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients’ most complex challenges. This makes Deloitte one of the most rewarding places to work. Our purpose Deloitte’s purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more. Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. As used in this posting, “Deloitte” means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.