Contact Center AI & CCaaS, Senior Manager

Deloitte • Philadelphia, PA • 2h ago

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 March 31, 2026.

Work You'll Do

As a Specialist Leader, you will help clients modernize and transform their contact centers using CCaaS and Generative AI-anchored on AWS (e.g., Amazon Connect, Lex, Bedrock) and informed by cross-platform capabilities. This role is for a leader who can operate comfortably with business and technical stakeholders, shape the solution, and drive end-to-end delivery-from vision and architecture through build, launch, and adoption.

Lead end-to-end AI-enabled contact center transformations-owning client-facing strategy, solution architecture, and delivery-to translate servicing goals into roadmaps and measurable outcomes.

Architect and deliver Contact Center AI solutions using GenAI patterns (prompting, RAG, agent/tool-calling), with robust evaluation and safety controls.

Support pursuits where Contact Center AI is core-shaping scope, estimates, and storylines; aligning with alliance partners; leading client workshops and executive discussions.

Build and lead high-performing teams by mentoring practitioners, setting delivery standards, and helping clients operationalize solutions at scale.

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:

10+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions.

5+ years project experience architecting, building, and supporting cloud-based solutions on AWS.

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 (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)

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

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 $167,000 to $307,500.

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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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.

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