CCaaS x AI, Manager, Technical Transformation

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...