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 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.

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.

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