Contact Center AI & CCaaS, Manager

Deloitte • Baltimore, MD • 3h 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 May 31, 2026.

Work You'll Do

As a Manager, you will help clients modernize and transform their contact centers using CCaaS and Generative AI - anchored on AWS (for example, Amazon Connect, Amazon Lex, and Amazon Bedrock) and informed by cross-platform capabilities. This role is for a leader who can work across business and technical stakeholders, translate servicing objectives into practical solution designs, and lead teams through delivery - from requirements and design through build, testing, launch, and adoption.

Lead workstreams for AI-enabled contact center transformation initiatives, helping clients translate customer service goals into business requirements, solution designs, and measurable outcomes.

Support the design and delivery of Contact Center AI solutions using GenAI patterns such as prompt engineering, retrieval-augmented generation (RAG), and agent/tool-calling, with appropriate evaluation, governance, and safety controls.

Partner with client stakeholders to define future-state service experiences, operating processes, and supporting technology capabilities across contact center modernization efforts.

Serve as a bridge between business, operations, product, and engineering teams to shape requirements, prioritize features, and drive implementation decisions.

Manage teams in the design, build, test, and deployment of cloud-based contact center solutions, while promoting quality, delivery discipline, and adoption.

Contribute to business development and proposal efforts where Contact Center AI is a key component by supporting scope definition, estimates, solution storylines, client workshops, and demos.

Mentor junior practitioners and help build team capability across contact center platforms, GenAI use cases, and delivery best practices.

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 consulting and/or industry delivering digital, cloud, and/or contact center solutions.

2+ years of project experience supporting the design, build, and implementation of cloud-based solutions on AWS.

Experience working across both business and technical stakeholders to gather requirements, define use cases, and support solution delivery.

Experience with contact center transformation, customer service operations, and/or digital servicing solutions.

Bachelor's Degree in Computer Science, Engineering, Information Systems, Business, 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:

Hands-on or delivery experience with Amazon Connect, Amazon Lex, and Amazon Bedrock.

Experience supporting Contact Center AI use cases end-to-end, from requirements and design through testing, deployment, and adoption.

Familiarity with GenAI concepts such as prompt design, RAG, agent/tool-calling, model evaluation, and safety/governance controls.

Experience with enterprise cloud controls such as IAM, VPC/networking, secrets management, and observability/monitoring.

Cross-platform exposure to Google Gemini (API/Vertex AI) and/or Dialogflow, including awareness of platform trade-offs and integration considerations.

Experience working with contact center operations leaders on process improvement, 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 $130,000 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

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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