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
- 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).
Benefits
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.
Additional Information
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.
About the role
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.
Functional Transformation
Recruiting for this role ends on December 31, 2026.
Team
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.
Pay
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.
Schedule
Not specified.
Skills
Not specified.
Benefits
Not specified.
Application Instructions
Not specified.
Equal Opportunity Employer
Deloitte is committed to providing equal employment opportunities to all individuals regardless of sex/gender, race, color, national origin, citizenship status, age, physical or mental disability, veteran status, sexual orientation, gender identity or expression, or any other status protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.