AI-Powered Contact Center Transformation Manager

Deloitte France; Dallas (TX); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte France is seeking a Manager in our Contact Center Operations and Transformation practice to transform Power, Utilities & Renewables client contact centers and customer service operations. You will lead engagements across business, technology, and AI disciplines to drive efficiency, improve customer and employee experiences, and reduce costs.

You will oversee operating model design, digital channel enablement, and workforce optimization while guiding multi-team delivery and client

Qualifications

• 8+ years of experience in contact center operations, customer service transformation, or management consulting/advisory, with emphasis on contact center strategy and operations.
• 4+ years of experience leading multiple project teams and workstreams with delivery responsibility.
• 2+ years serving Power, Utilities & Renewables clients with understanding of customer operations and industry challenges.
• Willingness to travel up to 50% on average depending on client engagements.
• Limited immigration sponsorship may be available.

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 service quality.
• Develop transformation strategies leveraging digital self-service, automation, Generative AI, conversational AI, and workforce optimization.
• Help clients use AI, analytics, and customer data to improve performance and decision-making.
• Support design and implementation of CCaaS, CRM, workforce management, and analytics tools.
• Lead digital service transformation across contact center, digital, and assisted-service channels.
• Manage multiple teams and ensure high-quality delivery and client impact.
• Build trusted client relationships and collaborate across Deloitte's cross-functional teams.
• Coach junior team members and contribute to a collaborative culture.

Skills

Leadership

Project management

Communication

Team collaboration

Strategic thinking

Multitasking

Client relationship building

Problem solving

People management

Education

Bachelor's degree in Computer Science or Engineering

Tools

Salesforce

Genesys

Five9

NICE

AWS

Job description

Deloitte France is seeking a Manager in our Contact Center Operations and Transformation practice to transform Power, Utilities & Renewables client contact centers and customer service operations. You will lead engagements across business, technology, and AI disciplines to drive efficiency, improve customer and employee experiences, and reduce costs.

You will oversee operating model design, digital channel enablement, and workforce optimization while guiding multi-team delivery and client