AI-Powered Contact Center Transformation Manager

Deloitte France; Atlanta (GA); 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. You will drive efficiency, improve experiences, and enable scalable, data-driven service delivery across business transformation and technology lines.

You will guide clients through future-state capabilities, operate models, and AI-powered solutions, while leading teams and delivering measurable client impact through

Qualifications

• 8+ years of experience in contact center operations or related consulting.
• 4+ years leading multiple project teams and workstreams.
• 2+ years serving Power, Utilities & Renewables clients and understanding industry challenges.
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience.

Responsibilities

• Lead contact center operations and transformation engagements for Power, Utilities & Renewables clients.
• Assess current-state operations and design future-state operating models for efficiency and quality.
• Develop transformation strategies leveraging digital self-service, AI, automation, and analytics.
• Advise clients on prioritizing actions and delivering measurable results.
• Support design and implementation of CCaaS, CRM, workforce management, and analytics platforms.

Skills

Contact center operations

Leadership

Power, Utilities & Renewables

Client engagement

Team collaboration

Ability to travel

Education

Bachelor's degree in Computer Science or Engineering

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. You will drive efficiency, improve experiences, and enable scalable, data-driven service delivery across business transformation and technology lines.

You will guide clients through future-state capabilities, operate models, and AI-powered solutions, while leading teams and delivering measurable client impact through