AI-Driven Contact Center Transformation Lead

Deloitte France; Seattle (WA); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte Consulting is seeking a Manager in the United States to transform Power, Utilities & Renewables contact center and customer service operations, driving efficiency, better experiences, and data-driven service delivery. You will advise on priorities, design future-state models, and lead cross-functional teams to deliver integrated solutions leveraging AI and analytics.

You will also lead digital service transformation across channels, manage multiple workstreams, and foster strong client

Qualifications

• 8+ years in contact center ops or related, with significant strategy and transformation experience

Responsibilities

• Lead contact center operations and transformation engagements for Power, Utilities & Renewables
• Assess current-state operations, including structure, demand, channels, drivers, and metrics
• Design future-state operating models to improve efficiency and scale
• Develop transformation strategies using digital self-service, automation, Generative AI, and AI-enabled tools
• Help clients use AI and analytics to improve service performance and decision-making
• Support design and implementation of CCaaS, CRM, workforce management, and knowledge management
• Lead digital service transformation across channels
• Manage multiple teams and workstreams with high-quality delivery
• Build trusted client relationships and collaborate across Deloitte teams
• Coach junior members and contribute to team development

Skills

Contact center ops

Transformation leadership

Project management

Stakeholder communication

Team leadership

Fast-paced environment

Interpersonal skills

Deadline driven

Guidance to others

Education

Bachelor's degree in Computer Science or Engineering

Tools

Salesforce

Genesys

Five9

AWS

CRM

Job description

Deloitte Consulting is seeking a Manager in the United States to transform Power, Utilities & Renewables contact center and customer service operations, driving efficiency, better experiences, and data-driven service delivery. You will advise on priorities, design future-state models, and lead cross-functional teams to deliver integrated solutions leveraging AI and analytics.

You will also lead digital service transformation across channels, manage multiple workstreams, and foster strong client