CCaaS x AI, Manager, Technical Transformation

Relha LLC; California, Northern (MO, KY); Hybrid; USD 144,000 - 241,000; Full time

Job summary

Deloitte’s Sales & Service team seeks a Technical Transformation Manager to lead architecture, engineering, and delivery of cloud-based CCaaS and Generative AI solutions. You will design scalable AWS architectures and guide cross-functional teams from strategy through production support.

The role requires extensive AWS experience with Amazon Connect, Lex, Bedrock, and related services, plus strong leadership and communication skills. Travel up to 50% is expected.

Qualifications

• 8+ years in tech consulting, software engineering, cloud architecture, or enterprise delivery.
• 4+ years designing, building, deploying, and supporting AWS solutions in production.
• Experience designing and implementing cloud-based CCaaS solutions (Amazon Connect, Genesys, NICE, or Five9).
• Experience with AWS integration, APIs, CI/CD, security controls, and SDLC governance.
• Willingness to travel up to 50%.

Responsibilities

• Lead architecture, engineering, and delivery of cloud CCaaS and Generative AI solutions.
• Design scalable AWS-based CCaaS architectures using Connect, Lex, Bedrock.
• Translate client requirements into secure cloud designs and delivery plans.
• Partner with executives, architects, engineers, and operations to resolve decisions and mentor practitioners.
• Manage delivery risks, support proposals and estimates.

Tools

AWS

Amazon Connect

Lex

Bedrock

Lambda

API Gateway

S3

DynamoDB

CloudWatch

Job description

CCaaS x AI, Manager, Technical Transformation

CCaaS x AI Manager, Technical Transformation

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.

As a Technical Manager, you will lead the architecture, engineering, and delivery of cloud-based contact center and Generative AI solutions. You will work across business, functional, and technical stakeholders to design secure, scalable solutions using AWS and cross-platform CCaaS capabilities—from technical strategy and architecture through build, testing, deployment, and production support.

Lead technical delivery for CCaaS and Contact Center AI transformations, guiding teams from solution design and architecture through implementation, testing, deployment, and production support.

Design scalable AWS-based solutions using Amazon Connect, Lex, Bedrock, Lambda, API Gateway, S3, DynamoDB, and CloudWatch, incorporating Generative AI patterns such as RAG, agent/tool calling, knowledge grounding, and guardrails.

Translate client requirements into technical architectures, integration designs, delivery plans, testing strategies, and secure cloud solutions spanning CCaaS, CRM, WFM, analytics, knowledge management, and enterprise platforms.

Partner with client executives, architects, engineers, and operations leaders to resolve technical decisions, manage delivery risks, support proposals and estimates, and mentor Deloitte practitioners.

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
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines
• Ability to provide clear guidance to others

Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment

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

8+ years of experience in technology consulting, software engineering, cloud architecture, or enterprise solution delivery, including 4+ years designing, building, deploying, and supporting AWS solutions in production.

Experience designing and implementing cloud-based contact center solutions using platforms such as Amazon Connect, Genesys, NICE CxONE, or Five9, including Generative AI capabilities such as LLMs, RAG, agent/tool calling, conversational AI, or automation.

Experience with AWS integration and cloud-native architectures, APIs, event-driven solutions, data flows, enterprise security controls, CI/CD, automated testing, source control, Agile/Scrum, and SDLC governance.

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 delivery experience with Amazon Connect, Amazon Lex, and Amazon Bedrock (including streaming patterns, security, monitoring/operations).

Experience implementing enterprise controls: IAM, network segmentation (VPC), secrets management (Secrets Manager/KMS), and observability (CloudWatch).

Cross-platform exposure to Google Gemini (API/Vertex AI) and/or Dialogflow, including tool calling, safety controls, quotas/limits, and platform trade-offs.

Experience leading Contact Center AI use cases end-to-end (design through adoption) and partnering with contact center operations leaders on change management and KPI realization.

Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)

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 $144,00 to $241,000.

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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