CCaaS Tech Lead & Senior Consultant — AI-Driven CX

Deloitte France

Grand Rapids (MI)

On-site

USD 130,000 - 200,000

Full time

10 days ago

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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. You will work with stakeholders, architects, engineers, and delivery teams to translate business requirements into secure, scalable technical designs across NICE CXone, Five9, Amazon Connect, and Genesys Cloud.

This hands-on role owns technical workstreams, guides architecture decisions, and supports solutions from design

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.