CCaaS Tech Lead — AI-Powered Contact Centers

Deloitte US; Atlanta (GA); On-site; USD 130,000 - 200,000; Full time

Job summary

Deloitte US seeks a CCaaS Technical Lead, Senior Consultant to design, configure, and deliver cloud-based contact center and Generative AI solutions across NICE CXone, Five9, Amazon Connect, and Genesys Cloud.

You will oversee technical workstreams, guide engineering activities from design to production, and coordinate with client stakeholders and delivery teams. Diplomacy and strong communication are essential in this role.

Qualifications

• 5+ years of experience in technology consulting, software engineering, cloud architecture, or enterprise solution delivery.
• 3+ years of experience designing or implementing AWS-based solutions.
• Hands-on experience with one or more major CCaaS platforms, with working knowledge of others, including: NICE CXone, Five9, Amazon Connect, Genesys Cloud.
• Experience with CCaaS configuration, integrations, APIs, routing, workflows, reporting, or administration.
• Experience with cloud-native architectures, APIs, event-driven solutions, CI/CD, automated testing, source control, and Agile delivery.
• 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

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 such as 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.

Skills

CCaaS platforms

AWS experience

Solution design

Architectural guidance

Stakeholder comms

Education

Bachelor's degree in CS/Engineering

Tools

NICE CXone

Five9

Amazon Connect

Genesys Cloud

Job description

Deloitte US seeks a CCaaS Technical Lead, Senior Consultant to design, configure, and deliver cloud-based contact center and Generative AI solutions across NICE CXone, Five9, Amazon Connect, and Genesys Cloud.

You will oversee technical workstreams, guide engineering activities from design to production, and coordinate with client stakeholders and delivery teams. Diplomacy and strong communication are essential in this role.