CCaaS x AI, Manager, Functional Transformation

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

• Translate 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.
• 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).