About the role
Position Summary
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 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 new markets.
Qualifications
Required
5+ years of experience in technology consulting, software engineering, cloud architecture, or enterprise solution delivery.
3+ years of experience designing or implementing AWS-based solutions.
Hands-on experience with one or more major CCaaS platforms, with working knowledge of others, including:
NICE CXone
Five9
Amazon Connect
Genesys Cloud
Experience with CCaaS configuration, integrations, APIs, routing, workflows, reporting, or administration.
Experience with cloud-native architectures, APIs, event-driven solutions, CI/CD, automated testing, source control, and Agile delivery.
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 experience with Amazon Connect, Amazon Lex, and/or Amazon Bedrock.
Experience with NICE CXone, Five9, and Genesys Cloud implementations or platform evaluations.
Experience with IAM, VPCs, Secrets Manager, KMS, CloudWatch, and other AWS security and observability capabilities.
Experience integrating CCaaS platforms with Salesforce, ServiceNow, Microsoft Dynamics, or other enterprise applications.
Familiarity with Google Gemini, Vertex AI, and/or Dialogflow.
Experience supporting Contact Center AI use cases from design through adoption.
Experience preparing architecture diagrams, interface specifications, technical runbooks, test plans, and deployment documentation.
Strong understanding of Agile, Scrum, and SDLC methodologies.
The 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 $130,00 to $200,000.
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.
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Benefits
At 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 culture
Our 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 purpose
Deloitte'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 development
From 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 Careers
Requisition code: 366684
Job ID 366684