CCaaS Tech Lead for AI-Driven Contact Centers

Deloitte France; Philadelphia (Philadelphia County); On-site; USD 130,000 - 200,000; Full time

Benefits offered by this job

Discretionary annual incentive program

Job summary

Deloitte is seeking a CCaaS Technical Lead, Senior Consultant to design, configure, integrate, and deliver cloud-based contact center and Generative AI solutions for our clients in the US. You will own technical workstreams, mentor engineers, and translate business requirements into secure, scalable architectures across NICE CXone, Five9, Amazon Connect, and Genesys Cloud.

This role blends hands-on engineering with strategic leadership across platforms and data security considerations.

Qualifications

• 5+ years in 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.
• Ability to travel up to 50% on average.

Responsibilities

• Lead CCaaS and Contact Center AI technical workstreams.
• 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 Lex, Bedrock, Lambda, API Gateway, S3, DynamoDB, and CloudWatch.
• Implement Generative AI capabilities including RAG, knowledge grounding, tool calling, and guardrails.
• Integrate CCaaS platforms with CRM, analytics, and enterprise apps.
• Support architecture decisions related to APIs, data flows, security, monitoring, and scalability.
• Contribute to technical estimates, delivery plans, testing strategies, deployment, and production support.
• Toubleshoot issues and coordinate resolution across client and delivery teams.
• Communicate technical concepts clearly to technical and non-technical stakeholders.
• Provide day-to-day technical guidance to team members and mentor junior practitioners.
• Support proposals, demonstrations, platform assessments, and trade-off discussions.

Skills

Leadership

Communication

Agile delivery

Travel flexibility

Mentoring

Education

Bachelor's degree in CS/Engineering

Tools

NICE CXone

Five9

Amazon Connect

Genesys Cloud

AWS

Job description

Deloitte is seeking a CCaaS Technical Lead, Senior Consultant to design, configure, integrate, and deliver cloud-based contact center and Generative AI solutions for our clients in the US. You will own technical workstreams, mentor engineers, and translate business requirements into secure, scalable architectures across NICE CXone, Five9, Amazon Connect, and Genesys Cloud.

This role blends hands-on engineering with strategic leadership across platforms and data security considerations.