Contact Center AI & CCaaS, Technical Manager

Job Listing ID:

4478391

Job Title:

Contact Center AI & CCaaS, Technical Manager Application Deadline:

Open Until Filled

Job Location:

Portland

Date Posted:

04/23/2026

Hours Worked Per Week:

Not Provided Shift:

Not Provided Duration of Job:

Either Full or Part Time, more than 6 months You may contact this employer directly. (Obtain the contact information to print or add to your jobs.)

Job Summary:

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 March 31, 2026. Work You'll Do As a Specialist Master, 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 effectively across business and technical stakeholders, shape scalable solution approaches, and lead delivery teams through the full lifecycle-from strategy and architecture through build, launch, and adoption. Lead AI-enabled contact center transformation workstreams and engagements, translating servicing objectives into solution roadmaps, architecture decisions, and measurable business outcomes. Architect and deliver 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 clients to define future-state service experiences, operating models, and technology architectures across contact center modernization initiatives. Support business development efforts where Contact Center AI is a core component by contributing to scope, estimates, solution storylines, workshops, and executive-level discussions. Lead teams in the design, build, test, and deployment of cloud-based contact center solutions, while mentoring practitioners and promoting delivery quality, technical rigor, and adoption at scale. 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 consulting and/or industry delivering digital, cloud, and/or contact center solutions. 4+ 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 methodologie...

Job Classification:

Computer Occupations, All Other Access our statewide or regional occupation report for more information about wages, employment outlooks, skills, training programs, related occupations, and more. Compensation

Salary:

Not Provided Job Requirements

Experience Required:

 See Job Summary

Education Required:

None

Minimum Age:

N/A Gender:

N/A