AI-Driven Contact Center Transformation Manager

Deloitte France; Memphis (TN); 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 clients, blending business transformation, AI, and data‑driven insights.

You will lead multiple teams, design future-state operating models, and deliver measurable client impact across digital channels, CCaaS, CRM, analytics, and intelligent automation.

Qualifications

• 8+ years in contact center operations or transformation
• 4+ years leading multiple project teams
• 2+ years with Power, Utilities & Renewables clients
• Bachelor's degree in CS/Engineering or equivalent
• Ability to travel up to 50% on average
• 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

Project leadership

Team collaboration

Client communication

Analytical thinking

Travel readiness

Education

Bachelor’s degree in CS/Engineering or equivalent

MBA

Tools

Salesforce

Genesys

Five9

NICE

AWS

Job description

Deloitte Consulting's Customer offering portfolio seeks a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients, blending business transformation, AI, and data‑driven insights.

You will lead multiple teams, design future-state operating models, and deliver measurable client impact across digital channels, CCaaS, CRM, analytics, and intelligent automation.