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CCaaS x AI, Manager, Functional Transformation
Full-time
Deloitte's Sales & Service team helps organizations build deeper customer relationships through strategy, advanced analytics, Generative AI, and creative design.
Work You'll Do
As a functional Manager you will help clients modernize and transform their contact centers using CCaaS and Generative AI anchored on AWS (for example, Amazon Connect, Amazon Lex, and Amazon Bedrock). This role is for a leader who can work across business and technical stakeholders, shape scalable solution approaches, and lead delivery teams through the full lifecycle from strategy and architecture through build, launch, and adoption.
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 appropriate evaluation, governance, and safety controls.
Partner with clients to define future-state service experiences, operating models, and technology architectures.
Support business development efforts 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, mentoring practitioners and promoting delivery quality and adoption at scale.
Qualifications
Required
8+ years of experience 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 work experience.
Ability to travel up to 50% on average.
Preferred
Production delivery experience with Amazon Connect, Amazon Lex, and Amazon Bedrock (including streaming patterns, security, and monitoring/operations).
Experience implementing enterprise controls: IAM, network segmentation (VPC), and secrets management.
