Senior CCaaS Tech Lead & Consultant

Deloitte France; Boise (ID); On-site; USD 130,000 - 200,000; Full time

Job summary

Deloitte 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 role is hands-on and requires ownership of technical workstreams from design through production support.

You will collaborate with client stakeholders, solution architects, and delivery teams, guiding engineering activities, and mentoring junior practitioners.

Qualifications

• 5+ years in tech consulting, software engineering, cloud architecture, or enterprise solution delivery.
• 3+ years designing or implementing AWS-based solutions.
• Hands-on CCaaS platform experience with one or more leading platforms (NICE CXone, Five9, Amazon Connect, Genesys Cloud).
• Experience with CCaaS integrations, APIs, routing, workflows, reporting, or administration.
• Bachelor's degree in CS/Engineering or equivalent experience.
• Ability to travel up to 50% on average.
• Limited immigration sponsorship may be available.

Responsibilities

• Lead technical workstreams for CCaaS and Contact Center AI implementations.
• Develop 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 like Lambda, API Gateway, S3, DynamoDB, and CloudWatch.
• Implement Generative AI capabilities (RAG, grounding, tool calls, automation, guardrails).
• Integrate CCaaS with CRM, analytics, knowledge management, and enterprise apps.
• Support architecture decisions relating to APIs, data flows, security, monitoring, and scalability.
• Contribute to estimates, delivery plans, testing strategies, deployment, and production support.
• Troubleshoot issues and coordinate resolution across teams.
• Communicate technical concepts to technical and nontechnical stakeholders.
• Provide day-to-day technical guidance and mentor junior practitioners.
• Support proposals, platform assessments, and trade-off discussions.

Skills

Independent work

Team collaboration

Clear communication

Attention to detail

Relationship building

Project leadership

Multitasking

Interpersonal skills

Deadline oriented

Mentoring

Education

Bachelor's degree in Computer Science or Engineering

Tools

NICE CXone

Five9

Amazon Connect

Genesys Cloud

Job description

Deloitte 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 role is hands-on and requires ownership of technical workstreams from design through production support.

You will collaborate with client stakeholders, solution architects, and delivery teams, guiding engineering activities, and mentoring junior practitioners.