CCaaS Technical Lead, Senior Consultant

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

Position Summary

CCaaS Technical Lead, Senior Consultant

Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce

Recruiting for this role ends on December 31, 2026.

Work you'll do

As a CCaaS Technical Lead, you will help design, configure, integrate, and deliver cloud-based contact center and Generative AI solutions. You will work closely with client stakeholders, solution architects, engineers, and delivery teams to translate business requirements into secure, scalable technical solutions across NICE CXone, Five9, Amazon Connect, and Genesys Cloud.

This is a hands‑on delivery role. You will own technical workstreams, contribute to architecture decisions, guide engineering activities, and support solutions from design through implementation, testing, deployment, and production support. Key responsibilities include:

• 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.

A successful candidate would possess these skills:

• Ability to work independently and collaborate as part of a team
• Effective written and verbal communication skills
• Meticulous attention to detail and quality of work product
• Ability to build and sustain professional relationship
• Ability to lead projects or workstreams
• Ability to manage and prioritize multiple tasks in a fast‑paced and dynamic environment
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to provide clear guidance to others

The team

Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.

Qualifications

Required

• 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

Preferred

• Production experience with Amazon Connect, Amazon Lex, and/or Amazon Bedrock.
• Experience with NICE CXone, Five9, and Genesys Cloud implementations or platform evaluations.
• Experience with IAM, VPCs, Secrets Manager, KMS, CloudWatch, and other AWS security and observability capabilities.
• Experience integrating CCaaS platforms with Salesforce, ServiceNow, Microsoft Dynamics, or other enterprise applications.
• Familiarity with Google Gemini, Vertex AI, and/or Dialogflow.
• Experience supporting Contact Center AI use cases from design through adoption.
• Experience preparing architecture diagrams, interface specifications, technical runbooks, test plans, and deployment documentation.
• Strong understanding of Agile, Scrum, and SDLC methodologies.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $130,00 to $200,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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As used in this posting, Deloitte means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: 366684

Job ID

366684

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