AI-Driven Contact Center Transformation Lead

Deloitte France; Columbus (OH); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte Consulting’s Customer offering portfolio seeks a Manager to transform contact center and customer service operations for Power, Utilities & Renewables, driving efficiency, data-driven service, and AI-enabled delivery at scale.

You will lead cross-functional teams across operations, technology, AI, data, and delivery specialists; advise on contact center transformation, digital channels, operating models, and workforce optimization; coach juniors and deliver measurable client impact.

Qualifications

• 8+ years of experience in contact center operations or transformation.
• 4+ years leading multiple project teams and workstreams.
• 2+ years serving Power, Utilities & Renewables clients.
• Bachelor's degree in CS, Engineering or equivalent.
• Ability to travel up to 50%.
• Limited immigration sponsorship may be available.

Responsibilities

• Leading contact center operations and transformation engagements for Power, Utilities & Renewables clients.
• Assessing current-state customer service operations, including organizational structure, service demand, channel strategy, call drivers, workforce management, agent experience, service levels, technology capabilities, cost structure, and performance metrics.
• Designing future-state operating models that improve efficiency, scalability, resiliency, service quality, and customer satisfaction.
• Developing transformation strategies that leverage digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, knowledge management, process redesign, and workforce optimization.
• Helping clients use AI, analytics, and customer data to improve service performance, personalize interactions, reduce handle time, increase containment, improve first-contact resolution, and support better decision‑making.
• Supporting the design and implementation of contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enabled service platforms.
• Leading digital service transformation efforts to modernize customer engagement across contact center, digital, and assisted‑service channels.
• Managing multiple teams and workstreams, while driving high‑quality delivery, measurable client impact, and strong team performance.
• Building trusted client relationships and collaborating across Deloitte's cross‑functional teams, including operations, technology, AI, data, industry, and delivery specialists, to deliver integrated solutions.
• Coaching junior team members, contributing to team development, and supporting Deloitte's collaborative, client‑focused culture

Skills

Leadership

Project Management

Communication

Analytical thinking

Client relationship

Team coaching

Strategic thinking

Time management

Problem solving

Education

Bachelor's degree in Computer Science, Engineering, or equivalent work experience

Job description

Deloitte Consulting’s Customer offering portfolio seeks a Manager to transform contact center and customer service operations for Power, Utilities & Renewables, driving efficiency, data-driven service, and AI-enabled delivery at scale.

You will lead cross-functional teams across operations, technology, AI, data, and delivery specialists; advise on contact center transformation, digital channels, operating models, and workforce optimization; coach juniors and deliver measurable client impact.