CCaaS x AI, Manager, Functional Transformation
Deloitte · Austin, TX · 2 days ago
HybridSales$144k–$241k/yrFull-time
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.
- 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).