CCaaS x AI, Manager, Functional Transformation

Work you'll do

• 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.

Qualifications

• 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 QUALIFICATIONS

• 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).

Wage Range

A reasonable estimate of the current range is $144,000 to $241,000.

Additional Information

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 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.

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.