CCaaS Tech Lead & Senior Consultant - AI-Driven CX

PowerToFly; California (MO); On-site; USD 130,000 - 200,000; Full time

Job summary

Deloitte’s Sales & Service team is seeking 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.

This hands-on role owns technical workstreams, guides engineering activities, mentors junior practitioners, and collaborates with client stakeholders to translate business requirements into secure, scalable delivery through architecture decisions, implementation

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.
• 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 CS, Eng, or equivalent work experience

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

5+ years exp

AWS design

CCaaS platforms

CCaaS APIs

Cloud-native

Agile delivery

Education

Bachelor's in CS or Eng

Tools

NICE CXone

Five9

Amazon Connect

Genesys Cloud

Job description

Deloitte’s Sales & Service team is seeking 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.

This hands-on role owns technical workstreams, guides engineering activities, mentors junior practitioners, and collaborates with client stakeholders to translate business requirements into secure, scalable delivery through architecture decisions, implementation