CCaaS Technical Lead, Senior Consultant

CCaaS Technical Lead, Senior Consultant

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 CCaaS Technical Lead, you will help design, configure, integrate, and deliver cloud-based contact center and Generative AI solutions.

You will work closely with client stakeholders, solution architects, engineers, and delivery teams to translate business requirements into secure, scalable technical solutions across NICE CXone, Five9, Amazon Connect, and Genesys Cloud.

This is a hands-on delivery role.

You will own technical workstreams, contribute to architecture decisions, guide engineering activities, and support solutions from design through implementation, testing, deployment, and production support.

Key responsibilities include:


* Lead technical workstreams for CCaaS and Contact Center AI implementations.


* Develop solution designs, integration patterns, technical specifications, and implementation plans.


* Configure and integrate platforms such as NICE CXone, Five9, Amazon Connect, and Genesys Cloud.


* Design AWS-based solutions using services such as Amazon Connect, Lex, Bedrock, Lambda, API Gateway, S3, DynamoDB, and CloudWatch.


* Implement Generative AI capabilities, including RAG, knowledge grounding, tool calling, conversational AI, automation, and guardrails.


* Integrate CCaaS platforms with CRM, workforce management, analytics, knowledge management, and enterprise applications.


* Support architecture decisions related to APIs, event-driven integrations, data flows, security, monitoring, and scalability.


* Contribute to technical estimates, delivery plans, testing strategies, deployment activities, and production support.


* Troubleshoot technical issues and coordinate resolution across client and delivery teams.


* Communicate technical concepts clearly to both technical and nontechnical stakeholders.


* Provide day-to-day technical guidance to team members and mentor junior practitioners.


* Support proposals, demonstrations, platform assessments, and solution trade-off discussions.

A successful candidate would possess these skills:


* Ability to work independently and collaborate as part of a team


* Effective written and verbal com...