AI-Driven Contact Center Transformation Leader

Deloitte France; Kansas City (MO); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte Consulting is seeking a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients in the US. You will help assess current models, define future capabilities, and implement AI-driven solutions to improve efficiency and service quality.

You will advise on transformation priorities, operating model redesign, and workforce optimization, while leading multi-team efforts and delivering tangible client impact.

Qualifications

• 8+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory.
• 4+ years of experience leading multiple project teams and workstreams with delivery responsibility.
• 2+ years serving Power, Utilities & Renewables clients with understanding of operations and challenges.
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience.
• Ability to travel up to 50% on average based on client work.
• Limited immigration sponsorship may be available.

Responsibilities

• Lead contact center operations and transformation engagements for Power, Utilities & Renewables clients.
• Assess current-state operations including structure, demand, channels, workforce, and performance metrics.
• Design future-state operating models to improve efficiency, scalability, and customer satisfaction.
• 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 tools.
• Lead digital service transformation across contact center, digital, and assisted channels.
• Manage multiple teams and deliver high-quality results with measurable client impact.
• Build client relationships and collaborate across Deloitte's teams to deliver integrated solutions.
• Coach junior team members and contribute to overall team development.

Skills

Team leadership

Communication

Project management

Problem solving

Client relationship

Travel readiness

Education

Bachelor's degree in Computer Science or Engineering

Tools

Salesforce

Genesys

Five9

NICE

AWS

CRM platforms

Job description

Deloitte Consulting is seeking a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients in the US. You will help assess current models, define future capabilities, and implement AI-driven solutions to improve efficiency and service quality.

You will advise on transformation priorities, operating model redesign, and workforce optimization, while leading multi-team efforts and delivering tangible client impact.