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CCaaS x AI, Manager, Functional Transformation
Full-time
Deloitte's Sales & Service team helps organisations build deeper customer relationships through strategy, advanced analytics, Generative AI, and design. As a Functional Manager you will help clients modernise and transform their contact centers using CCaaS and Generative AI anchored on AWS (Amazon Connect, Amazon Lex, Amazon Bedrock).
What You'll Do
Lead AI-enabled contact center transformation workstreams, translating servicing objectives into solution roadmaps, architecture decisions, and measurable business outcomes.
Architect and deliver Contact Center AI solutions using GenAI patterns such as prompt engineering, retrieval-augmented generation (RAG), and agent/tool-calling, with evaluation, governance, and safety controls.
Partner with clients to define future-state service experiences, operating models, and technology architectures.
Support business development by contributing to scope, estimates, solution storylines, workshops, and executive-level discussions.
Lead teams in the design, build, test, and deployment of cloud-based contact center solutions while mentoring practitioners.
Qualifications
8+ years in consulting and/or industry delivering digital, cloud, and/or contact center solutions.
4+ years architecting, building, and supporting cloud-based solutions on AWS.
Bachelor's degree in Computer Science, Engineering, or equivalent experience.
Preferred
Production delivery experience with Amazon Connect, Lex, and Bedrock.
Cross-platform exposure to Google Gemini and/or Dialogflow, including tool calling and safety controls.
Experience leading Contact Center AI use cases end-to-end and partnering on change management and KPI realisation.
