Contact Center AI & CCaaS, Senior Manager

Position SummaryOur 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 workforceRecruiting for this role ends on March 31, 2026.Work You'll DoAs a Specialist Leader, you will help clients modernize and transform their contact centers using CCaaS and Generative AI-anchored on AWS (e.g., Amazon Connect, Lex, Bedrock) and informed by cross-platform capabilities. This role is for a leader who can operate comfortably with business and technical stakeholders, shape the solution, and drive end-to-end delivery-from vision and architecture through build, launch, and adoption.Lead end-to-end AI-enabled contact center transformations-owning client-facing strategy, solution architecture, and delivery-to translate servicing goals into roadmaps and measurable outcomes.Architect and deliver Contact Center AI solutions using GenAI patterns (prompting, RAG, agent/tool-calling), with robust evaluation and safety controls.Support pursuits where Contact Center AI is core-shaping scope, estimates, and storylines; aligning with alliance partners; leading client workshops and executive discussions.Build and lead high-performing teams by mentoring practitioners, setting delivery standards, and helping clients operationalize solutions at scale.The TeamOur 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.QualificationsRequired:10+ years of experience in consulting and/or industry delivering digital, cloud, and/or contact center solutions.5+ 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)Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.htmlThe 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 $167,000 to $307,500.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_USDeloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com.Recruiting tipsFrom developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.BenefitsAt Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.Our people and cultureOur inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work.Our purposeDeloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more.Professional developmentFrom entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.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.Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles's Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available. Fair Chance Hiring and Ban-the-Box Notices | Deloitte US CareersRequisition code: 327308Job ID 327308