CCaaS x AI, Manager, Technical Transformation

Deloitte • Memphis, TN • 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 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 (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 $144,00 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

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 - Warehouse

GardaWorld • Memphis, TN • 22min ago

Management & Administrative

GardaWorld Security Services is Now Hiring a Tactical Security Officer! Ready to suit up as a Tactical Security Guard? What matters most in a role like this is your ability to read the environment, anticipate risk, and a...

22min ago

Go to Apply

Customer Accounts Manager

Aaron's Inc • Memphis, TN • 4h ago

Management & Administrative

Customer Accounts Manager The salary range for this role is $14.50 to $15.25 per hour/annually.* This position is also eligible for incentive pay based on performance. Aaron's Customer Account Managers drive the success...

4h ago

Go to Apply

Power Generation Field Service Technician - Level III

Cummins Inc. • Memphis, TN • 1d ago

Management & Administrative

Job Summary: Technical specialist and primary customer support contact to diagnose and execute complex repairs to generators and components at the customer's site. Key Responsibilities: stablishes and continually develop...

1d ago

Go to Apply

Power Generation Field Service Technician - Level III

Cummins Inc. • Memphis, TN • 1d ago

Management & Administrative

1d ago

Go to Apply

Power Generation Field Service Technician - Level III

Cummins Inc. • Memphis, TN • 1d ago

Management & Administrative

1d ago

Go to Apply

Power Generation Field Service Technician - Level III

Cummins Inc. • Memphis, TN • 1d ago

Management & Administrative

1d ago

Go to Apply

Customer Service Associate

Walgreens • Arlington, TN • 1d ago

Management & Administrative

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. Customer Experience Enga...

1d ago

Go to Apply

Recruiter

Aston Carter • Olive Branch, MS • 1d ago

Management & Administrative

Job Title: RecruiterJob Description This role manages full-cycle, high-volume recruiting for roles such as operators and general labor positions within a fast-paced manufacturing environment. The recruiter sources and sc...

1d ago

Go to Apply

Talent Acquisition Specialist

Aston Carter • Olive Branch, MS • 1d ago

Management & Administrative

Job Title: Talent Acquisition SpecialistJob Description The Talent Acquisition Specialist supports day-to-day recruiting operations and talent programs by coordinating interviews, managing candidate communication, and en...

1d ago

Go to Apply

Rental Sales Management Trainee

Ryder System • Memphis, TN • 3d ago

Management & Administrative

Job Seekers can review the Job Applicant Privacy Policy by clicking here ( http://ryder.com/job-applicant-privacy-policy ) . Job Description : Onsite in Memphis, TN 38118 Schedule will be Mon-Fri, 7am-4pm or 8am-5pm STAR...

3d ago

Go to Apply

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