CCaaS x AI, Manager, Technical Transformation

Deloitte France; Raleigh (NC); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte is seeking a technically adept CCaaS x AI Manager to lead architectural design, engineering, and delivery of cloud-based contact center and Generative AI solutions. You will collaborate with stakeholders across business and technical groups, shaping strategic technology directions and production support.

The role requires 8+ years in tech consulting or related fields, deep AWS CCaaS experience, and strong leadership and communication skills.

Qualifications

• 8+ years of experience in technology consulting, software engineering, cloud architecture, or enterprise solution delivery.
• Experience designing and implementing cloud-based CCaaS solutions using AWS platforms including Amazon Connect, Lex, Bedrock; with Generative AI capabilities.
• Experience with AWS integration, cloud-native architectures, APIs, CI/CD, security controls, and SDLC governance.
• Bachelor’s degree in Computer Science, Engineering, or equivalent work experience.
• Ability to travel up to 50% on average.

Responsibilities

• Lead architecture, engineering, and delivery of cloud CCaaS and Generative AI solutions.
• Design scalable AWS-based CCaaS architectures using Connect, Lex, Bedrock; implement RAG patterns and guardrails.
• Translate client requirements into architectures, delivery plans, testing strategies, and secure cloud solutions.
• Mentor Deloitte practitioners and partner with executives, engineers, and operations leaders.
• Manage delivery risks, support proposals and estimates, and meet deadlines.

Skills

Leadership

Communication

Detail-oriented

Time management

Team collaboration

Education

Bachelor’s degree in Computer Science or Engineering

Tools

AWS

Amazon Connect

Amazon Lex

Amazon Bedrock

Lambda

API Gateway

S3

DynamoDB

CloudWatch

Job description

CCaaS x AI Manager, Technical TransformationOur 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 workforceRecruiting for this role ends on December 31, 2026.Work you'll doAs 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* 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 othersThe teamOur 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.QualificationsRequired* 8+ years of experience in technology consulting, software engineering, cloud architecture, or enterprise solution delivery, including 8+ 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.* 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 availablePreferred* 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, 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.#Customer_US#SS_US

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.

Work you'll do

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
• 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

• 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.
• 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 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, 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.

#Customer_US

#SS_US