CCaaS Solutions Lead & Senior Consultant

Deloitte France; Indianapolis (IN); On-site; USD 130,000 - 200,000; Full time

Job summary

Deloitte is seeking an experienced CCaaS Technical Lead, Senior Consultant to design, configure, and deliver cloud-based contact center and Generative AI solutions. You will collaborate with stakeholders, architects, and delivery teams to translate business needs into secure, scalable technical architectures.

The role is hands-on, guiding technical workstreams, architecture decisions, and production support from design through deployment. Strong AWS and CCaaS experience are essential.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or equivalent work experience.
• 5+ years of experience in technology consulting, software engineering, cloud architecture, or enterprise solution delivery.
• Hands-on experience with CCaaS platforms (NICE CXone, Five9, Amazon Connect, Genesys Cloud) and related integrations.
• Experience with cloud-native architectures, APIs, event-driven solutions, CI/CD, automated testing, and Agile delivery.

Responsibilities

• Lead technical workstreams for CCaaS and Contact Center AI implementations.
• Develop solution designs, integration patterns, technical specifications, and implementation plans.
• Configure and integrate CCaaS platforms (NICE CXone, Five9, Amazon Connect, Genesys Cloud).
• Design AWS-based solutions using services like Lex, Bedrock, Lambda, API Gateway, S3, DynamoDB, CloudWatch.
• Implement Generative AI features including RAG, knowledge grounding, tool calling, and guardrails.
• Integrate CCaaS with CRM, workforce management, analytics, and enterprise apps.
• Support APIs, event-driven integrations, data flows, security, monitoring, and scalability.
• Contribute to estimates, delivery plans, testing strategies, deployment activities, and production support.

Skills

Technology consulting

Cloud architecture

AWS

CCaaS platforms knowledge

Education

Bachelor's degree in Computer Science, Engineering, or equivalent

Tools

NICE CXone

Five9

Amazon Connect

Genesys Cloud

AWS services

Job description

Deloitte is seeking an experienced CCaaS Technical Lead, Senior Consultant to design, configure, and deliver cloud-based contact center and Generative AI solutions. You will collaborate with stakeholders, architects, and delivery teams to translate business needs into secure, scalable technical architectures.

The role is hands-on, guiding technical workstreams, architecture decisions, and production support from design through deployment. Strong AWS and CCaaS experience are essential.