CCaaS x AI, Manager, Technical Transformation

Deloitte • Boston, MA • 5h ago

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 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 effectively across business and technical stakeholders, shape scalable solution approaches, and lead delivery teams through the full lifecycle-from strategy and architecture through build, launch, and adoption.

Lead AI-enabled contact center transformation workstreams and engagements, translating servicing objectives into solution roadmaps, architecture decisions, and measurable business outcomes.

Architect and deliver 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 clients to define future-state service experiences, operating models, and technology architectures across contact center modernization initiatives.

Support business development efforts where Contact Center AI is a core component by contributing to scope, estimates, solution storylines, workshops, and executive-level discussions.

Lead teams in the design, build, test, and deployment of cloud-based contact center solutions, while mentoring practitioners and promoting delivery quality, technical rigor, and adoption at scale.

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

4+ 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)

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 $144,000 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.

Similar Jobs

Security Officer State Facility

Allied Universal • Boston, MA • 12min ago

Management & Administrative

Allied Universal®, North America's leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you wil...

12min ago

Go to Apply

PU&R Contact Center Operations and Transformation Manager

Deloitte • Boston, MA • 3h ago

Management & Administrative

Contact Center Operations and Transformation, PU&R, Manager, Functional Transformation Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative stra...

3h ago

Go to Apply

Salesforce CPQ Senior Consultant, Functional Transformation

Deloitte • Boston, MA • 5h ago

Management & Administrative

5h ago

Go to Apply

Customer Service Representative

Robert Half • Woburn, MA • 15h ago

Management & Administrative

Description We are looking for a Customer Service Representative to support daily customer interactions for a long-term contract opportunity in Woburn, Massachusetts. This position focuses on delivering responsive servic...

15h ago

Go to Apply

Customer Service Associate

Walgreens • Peabody, MA • 15h ago

Management & Administrative

Job Description: Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service. Custome...

15h ago

Go to Apply

Area Sales Manager

Casella Waste Systems Inc. • Peabody, MA • 17h ago

Management & Administrative

Position Summary The Area Sales Manager (ASM) participates in the development of the sales strategy and required actions to achieve their assigned market area's revenue goals in total as well as by line of business ensur...

17h ago

Go to Apply

Regional Sales Manager

Cornerstone onDemand • Boston, MA • 17h ago

Management & Administrative

Enterprise Growth Market Position Overview We are seeking a high-performing Regional Sales Manager to drive new business acquisition and strategic account expansion within a large, high-potential territory. This role is...

17h ago

Go to Apply

Regional Sales Manager - Mid-Market

Cornerstone onDemand • Boston, MA • 17h ago

Management & Administrative

Regional Sales Manager-Mid-Market Position Overview We are seeking a driven Mid-Market / Lower Enterprise Account Executive to manage a high-opportunity territory focused on organizations up to 5,000 employees . This rol...

17h ago

Go to Apply

Global Account Manager

Avnet • Boston, MA • 17h ago

Management & Administrative

Who We Are: We are Newark, an Avnet Company, part of Farnell Global, the fast and reliable distributor of products and technology for electronic and industrial system design, maintenance, and repair. From research and de...

17h ago

Go to Apply

Inside Sales Account Manager

Red River • Boston, MA • 17h ago

Management & Administrative

Red River's Inside Sales Account Manager (ISAM) is a sales focused, commission-eligible role that is responsible for contributing to the company's sales goals along with providing top-level customer service. The Inside S...

17h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)