Contact Center AI & CCaaS, Manager

Contact Center AI & CCaaS, Manager at Deloitte in Boise, Idaho, United States Job Description 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 May 31, 2026. Work You'll Do As a 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 across business and technical stakeholders, translate servicing objectives into practical solution designs, and lead teams through delivery - from requirements and design through build, testing, launch, and adoption. + Lead workstreams for AI-enabled contact center transformation initiatives, helping clients translate customer service goals into business requirements, solution designs, and measurable outcomes. + Support the design and delivery of 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 client stakeholders to define future-state service experiences, operating processes, and supporting technology capabilities across contact center modernization efforts. + Serve as a bridge between business, operations, product, and engineering teams to shape requirements, prioritize features, and drive implementation decisions. + Manage teams in the design, build, test, and deployment of cloud-based contact center solutions, while promoting quality, delivery discipline, and adoption. + Contribute to business development and proposal efforts where Contact Center AI is a key component by supporting scope definition, estimates, solution storylines, client workshops, and demos. + Mentor junior practitioners and help build team capability across co

Job Posting:

JC291132103

Posted On:

Apr 29, 2026

Updated On:

Apr 29, 2026