Associate VP, CCaaS & AI Transformation - AI-Driven CX

Deloitte France; Los Angeles (CA); On-site; USD 172,000 - 308,000; Full time

Job summary

Deloitte is seeking an Associate Vice President to lead CCaaS and AI transformation for our Sales & Service practice. You will grow and deliver Deloitte's contact center and customer service transformation initiatives, serving as a trusted advisor to executive stakeholders.

You will shape programs using NICE CXone and Amazon Connect, manage cross-functional delivery teams, and develop offerings to strengthen Deloitte's market position while supporting recruitment and career development.

Qualifications

• 10+ years delivering digital, cloud, contact center, or customer service solutions.
• 5+ years focused on CCaaS or customer service transformation.
• 5+ years with NICE CXone and/or Amazon Connect, including enterprise solutions integration with CRM, IVR, or analytics.
• Experience applying AI to a customer service or contact center use case.
• Ability to travel 50% on average.
• Bachelor's Degree in Computer Science, Engineering or equivalent work experience.

Responsibilities

• Lead executive-level client relationships and advise stakeholders on CCaaS and AI-enabled service transformation.
• Shape and deliver transformation programs using NICE CXone and Amazon Connect.
• Lead pursuit strategy, client workshops, solution development, proposals, estimates, and executive presentations.
• Translate business priorities into practical strategies, roadmaps, operating models, and implementation plans.
• Oversee delivery quality, architecture, risks, dependencies, financial performance, and client outcomes.
• Coordinate multidisciplinary teams across strategy, operations, technology, data, engineering, and change management.
• Develop reusable offerings, assets, methodologies, and thought leadership to strengthen Deloitte's market position.
• Coach and develop practitioners while contributing to recruiting, staffing, and career development.
• Identify opportunities to expand client value and support account growth.

Skills

CCaaS

NICE CXone

Amazon Connect

CRM integration

AI in service

Enterprise design

Education

Bachelor's degree in Computer Science or Engineering

Tools

Salesforce

ServiceNow

Oracle

SAP

Microsoft Dynamics

Job description

Deloitte is seeking an Associate Vice President to lead CCaaS and AI transformation for our Sales & Service practice. You will grow and deliver Deloitte's contact center and customer service transformation initiatives, serving as a trusted advisor to executive stakeholders.

You will shape programs using NICE CXone and Amazon Connect, manage cross-functional delivery teams, and develop offerings to strengthen Deloitte's market position while supporting recruitment and career development.