AI-Driven Contact Center Transformation Manager

Deloitte France; Princeton (NJ); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte is seeking a Manager in its Contact Center Operations and Transformation practice to help Power, Utilities & Renewables clients reimagine contact center and customer service operations. You will guide future-state models, leverage AI, and lead cross-functional teams to deliver data-driven service improvements.

You will craft transformation strategies, advise on operating models, and drive high-quality delivery while managing client relationships and program outcomes.

Qualifications

• 8+ years of relevant experience in contact center operations or transformation.
• 4+ years of leading multiple project teams and workstreams.
• 2+ years serving Power, Utilities & Renewables clients.
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience.
• Ability to travel up to 50% on average.

Responsibilities

• Lead contact center operations and transformation engagements for Power, Utilities & Renewables clients.
• Assess current-state customer service operations, including structure, demand, channels, and metrics.
• Design future-state operating models to improve efficiency, scalability, and customer satisfaction.
• Develop transformation strategies leveraging digital self-service, automation, and AI.
• Help clients use AI, analytics, and data to improve service performance and decision-making.
• Support design and implementation of CCaaS, CRM, workforce management, and analytics.
• Lead digital service transformation across contact center, digital, and assisted channels.
• Manage multiple teams and ensure high-quality delivery and client outcomes.
• Build trusted client relationships and collaborate across Deloitte's cross-functional teams.
• Coach junior team members and support a client-focused culture.

Skills

Leadership

Project management

Communication

Analytical thinking

Team collaboration

Education

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

Tools

Salesforce

Genesys

Five9

NICE

AWS

Job description

Deloitte is seeking a Manager in its Contact Center Operations and Transformation practice to help Power, Utilities & Renewables clients reimagine contact center and customer service operations. You will guide future-state models, leverage AI, and lead cross-functional teams to deliver data-driven service improvements.

You will craft transformation strategies, advise on operating models, and drive high-quality delivery while managing client relationships and program outcomes.