CCaaS x AI, Manager, Technical Transformation
Listed on 2026-09-02
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IT/Tech
Cloud Computing: Infrastructure & Operations
CCaaS x AI, Manager, Technical Transformation CCaaS x AI Manager, Technical 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.
As a Technical Manager, you will lead the architecture, engineering, and delivery of cloud-based contact center and Generative AI solutions. You will work across business, functional, and technical stakeholders to design secure, scalable solutions using AWS and cross-platform CCaaS capabilities—from technical strategy and architecture through build, testing, deployment, and production support.
Lead technical delivery for CCaaS and Contact Center AI transformations, guiding teams from solution design and architecture through implementation, testing, deployment, and production support.
Design scalable AWS-based solutions using Amazon Connect, Lex, Bedrock, Lambda, API Gateway, S3, DynamoDB, and Cloud Watch, incorporating Generative AI patterns such as RAG, agent/tool calling, knowledge grounding, and guardrails.
Translate client requirements into technical architectures, integration designs, delivery plans, testing strategies, and secure cloud solutions spanning CCaaS, CRM, WFM, analytics, knowledge management, and enterprise platforms.
Partner with client executives, architects, engineers, and operations leaders to resolve technical decisions, manage delivery risks, support proposals and estimates, and mentor Deloitte practitioners.
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 work streams
- Strong interpersonal skills and professional demeanor
- Ability to meet deadlines
- Ability to provide clear guidance to others
Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
The teamOur 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 Required8+ years of experience in technology consulting, software engineering, cloud architecture, or enterprise solution delivery, including 4+ years designing, building, deploying, and supporting AWS solutions in production.
Experience designing and implementing cloud-based contact center solutions using platforms such as Amazon Connect, Genesys, NICE CxONE, or Five9, including Generative AI capabilities such as LLMs, RAG, agent/tool calling, conversational AI, or automation.
Experience with AWS integration and cloud-native architectures, APIs, event-driven solutions, data flows, enterprise security controls, CI/CD, automated testing, source control, Agile/Scrum, and SDLC governance.
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 PreferredProduction 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 (Cloud Watch).
Cross-platform exposure to Google Gemini (API/Vertex AI) and/or…
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