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Deloitte

Als Senior Consultant CCaaS - Contact Center as a Service (m/w/d) gestaltest du die Zukunft des ... B. zur Unterstutzung fur pflegende Angehorige, Elternzeit-Beratung und vielem mehr Gesundheit & ...

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How much do ccaas support jobs pay per hour?

As of Sep 11, 2026, the average hourly pay for ccaas support in the United States is $18.59, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.43 per hour, depending on experience, location, and employer.

What is CCaaS Support?

CCaaS Support refers to customer service and technical assistance provided for Contact Center as a Service (CCaaS) platforms. CCaaS is a cloud-based solution that helps organizations manage customer interactions across various channels like phone, chat, and email. Support teams help with troubleshooting issues, onboarding, configuration, and ensuring seamless communication for the users. They play a crucial role in maximizing the efficiency and reliability of contact center operations. CCaaS support professionals are also responsible for maintaining system uptime and integrating the platform with other business tools.

What are the key skills and qualifications needed to thrive as a CCaaS Support specialist, and why are they important?

To excel as a CCaaS (Contact Center as a Service) Support specialist, you need a solid understanding of contact center operations, troubleshooting skills, and experience with cloud-based communication platforms, often requiring a degree in IT or related certifications. Familiarity with tools such as Salesforce, Zendesk, Genesys Cloud, or Five9, along with knowledge of VoIP, ticketing systems, and network diagnostics, is typically necessary. Strong problem-solving abilities, patience, and effective communication skills are crucial for resolving client issues and delivering excellent customer service. These competencies are vital for ensuring seamless contact center operations, high customer satisfaction, and swift issue resolution in a fast-paced environment.

What are some common challenges faced by CCaaS Support professionals, and how can they be addressed?

CCaaS (Contact Center as a Service) Support professionals often encounter challenges such as troubleshooting complex integration issues, managing high volumes of support requests, and staying updated with rapidly evolving cloud technologies. Successfully addressing these challenges requires strong problem-solving skills, effective communication with both technical and non-technical stakeholders, and a commitment to continuous learning. Collaborating closely with development, operations, and customer service teams also helps in resolving issues efficiently and providing a seamless experience for end-users.

What is the difference between Ccaas Support vs Customer Support Specialist?

AspectCcaas SupportCustomer Support Specialist
CertificationsTechnical certifications in cloud communicationsCustomer service or communication certifications
Work EnvironmentTechnical support in telecom/cloud servicesCustomer service in various industries
Industry UsageTelecom, cloud communications providersRetail, tech, service sectors

While both roles involve assisting customers, Ccaas Support focuses on technical support for cloud-based communication services, requiring technical certifications and industry-specific knowledge. Customer Support Specialists handle general customer inquiries across various sectors, emphasizing communication skills. The key difference lies in technical complexity and industry specialization.

What are popular job titles related to Ccaas Support jobs?

For Ccaas Support jobs, the most frequently searched job titles are:

CCaaS x AI, Manager, Technical Transformation

Morristown, NJ • On-site

Deloitte
Finance and Insurance • 10K+ employees
Learn more about Deloitteexternal

$119K - $119K/yr

Full-time

Re-posted 18 days ago

Key responsibilities

  • Lead the architecture, engineering, and delivery of cloud-based contact center and Generative AI solutions.

  • Design scalable AWS-based solutions and translate client requirements into technical architectures and integration designs.

  • Partner with stakeholders to resolve technical decisions, manage delivery risks, and support proposals and estimates.

Deloitte rating

8.2

Company rating: 8.2 out of 10

Based on 93 frontline employees who took The Breakroom Quiz

Job description

CCaaS x AI Manager, Technical Transformation

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 Technical Manager, you will lead the architecture, engineering, and delivery of cloud-based contact center and Generative AI solutions. You will work across business, functional, and technical stakeholders to design secure, scalable solutions using AWS and cross-platform CCaaS capabilities-from technical strategy and architecture through build, testing, deployment, and production support.

  • Lead technical delivery for CCaaS and Contact Center AI transformations, guiding teams from solution design and architecture through implementation, testing, deployment, and production support.
  • Design scalable AWS-based solutions using Amazon Connect, Lex, Bedrock, Lambda, API Gateway, S3, DynamoDB, and CloudWatch, incorporating Generative AI patterns such as RAG, agent/tool calling, knowledge grounding, and guardrails.
  • Translate client requirements into technical architectures, integration designs, delivery plans, testing strategies, and secure cloud solutions spanning CCaaS, CRM, WFM, analytics, knowledge management, and enterprise platforms.
  • Partner with client executives, architects, engineers, and operations leaders to resolve technical decisions, manage delivery risks, support proposals and estimates, and mentor Deloitte practitioners.

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

  • 8+ years of experience in technology consulting, software engineering, cloud architecture, or enterprise solution delivery, including 4+ years designing, building, deploying, and supporting AWS solutions in production.
  • Experience designing and implementing cloud-based contact center solutions using platforms such as Amazon Connect, Genesys, NICE CxONE, or Five9, including Generative AI capabilities such as LLMs, RAG, agent/tool calling, conversational AI, or automation.
  • Experience with AWS integration and cloud-native architectures, APIs, event-driven solutions, data flows, enterprise security controls, CI/CD, automated testing, source control, Agile/Scrum, and SDLC governance.
  • 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)

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 $144,00 to $241,000.

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.

#Customer_US

#SS_US

 
Qualifications:

CCaaS x AI Manager, Technical Transformation

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 Technical Manager, you will lead the architecture, engineering, and delivery of cloud-based contact center and Generative AI solutions. You will work across business, functional, and technical stakeholders to design secure, scalable solutions using AWS and cross-platform CCaaS capabilities-from technical strategy and architecture through build, testing, deployment, and production support.

  • Lead technical delivery for CCaaS and Contact Center AI transformations, guiding teams from solution design and architecture through implementation, testing, deployment, and production support.
  • Design scalable AWS-based solutions using Amazon Connect, Lex, Bedrock, Lambda, API Gateway, S3, DynamoDB, and CloudWatch, incorporating Generative AI patterns such as RAG, agent/tool calling, knowledge grounding, and guardrails.
  • Translate client requirements into technical architectures, integration designs, delivery plans, testing strategies, and secure cloud solutions spanning CCaaS, CRM, WFM, analytics, knowledge management, and enterprise platforms.
  • Partner with client executives, architects, engineers, and operations leaders to resolve technical decisions, manage delivery risks, support proposals and estimates, and mentor Deloitte practitioners.

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

  • 8+ years of experience in technology consulting, software engineering, cloud architecture, or enterprise solution delivery, including 4+ years designing, building, deploying, and supporting AWS solutions in production.
  • Experience designing and implementing cloud-based contact center solutions using platforms such as Amazon Connect, Genesys, NICE CxONE, or Five9, including Generative AI capabilities such as LLMs, RAG, agent/tool calling, conversational AI, or automation.
  • Experience with AWS integration and cloud-native architectures, APIs, event-driven solutions, data flows, enterprise security controls, CI/CD, automated testing, source control, Agile/Scrum, and SDLC governance.
  • 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)

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 $144,00 to $241,000.

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.

#Customer_US

#SS_US

 
Education:Bachelor's DegreeEmployment Type:

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