AI-Driven Contact Center Transformation Leader

Deloitte France

San Francisco (CA)

On-site

USD 144,000 - 241,000

Full time

14 days+

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Job summary

Deloitte Consulting is seeking a Manager to lead contact center and customer service transformation engagements for Power, Utilities & Renewables clients in the San Francisco area. You will drive efficiency, improve customer and employee experiences, and enable scalable, data-driven service delivery, at the intersection of business transformation, technology, and AI.

You will advise on priorities like channel strategy, operating model redesign, workforce optimization, and AI-powered service

Qualifications

8+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory, including significant experience focused on contact center strategy, operations, and transformation engagements
4+ years leading multiple project teams and workstreams simultaneously, with responsibility for delivery quality, team performance, and client outcomes
2+ years of experience serving Power, Utilities & Renewables clients, with an understanding of customer operations, service environments, and industry-specific business challenges
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

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