CCaaS x AI Manager, Functional Transformation
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
Recruiting for this role ends on December 31, 2026.
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) and informed by cross-platform capabilities. This role is for a leader who can work effectively 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 and engagements, 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 across contact center modernization initiatives.
Support business development efforts where Contact Center AI is a core component 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 and promoting delivery quality, technical rigor, and adoption at scale.
A successful candidate would possess these skills:
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
The team
Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.
Qualifications
Required
8+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions.
4+ years 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% 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 $144,000 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.
Customer_US
SS_US
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.