CCaaS Solutions Lead & Senior Consultant

Deloitte France

Tampa (FL)

On-site

USD 130,000 - 200,000

Full time

14 days+

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Job summary

Deloitte is seeking a CCaaS Technical Lead, Senior Consultant to design, implement, and lead cloud-based contact center and Generative AI solutions for client engagements across NICE CXone, Five9, Amazon Connect, and Genesys Cloud. You will own technical workstreams, guide architecture decisions, and collaborate with stakeholders to translate business requirements into scalable, secure implementations.

This hands-on role requires deep AWS experience and the ability to lead projects, mentor

Qualifications

5+ years of technology consulting, software engineering, cloud architecture, or enterprise solution delivery.
3+ years designing or implementing AWS-based solutions.
Hands-on experience with CCaaS platforms: NICE CXone, Five9, Amazon Connect, Genesys Cloud.
Bachelor's degree in Computer Science, Engineering, or equivalent work experience.
Ability to travel up to 50% on average, based on client work.
Limited immigration sponsorship may be available.

Responsibilities

Lead technical workstreams for CCaaS and Contact Center AI implementations.
Develop solution designs, integration patterns, technical specifications, and implementation plans.
Configure and integrate platforms such as NICE CXone, Five9, Amazon Connect, and Genesys Cloud.
Design AWS-based solutions using services like Amazon Connect, Lex, Bedrock, Lambda, API Gateway, S3, DynamoDB, and CloudWatch.
Implement Generative AI capabilities, including RAG, knowledge grounding, tool calling, conversational AI, automation, and guardrails.
Integrate CCaaS platforms with CRM, workforce management, analytics, knowledge management, and enterprise applications.
Support architecture decisions related to APIs, event-driven integrations, data flows, security, monitoring, and scalability.
Contribute to technical estimates, delivery plans, testing strategies, deployment activities, and production support.
Troubleshoot technical issues and coordinate resolution across client and delivery teams.
Communicate technical concepts clearly to both technical and nontechnical stakeholders.
Provide day-to-day technical guidance to team members and mentor junior practitioners.
Support proposals, demonstrations, platform assessments, and solution trade‑off discussions.