AVP, AI-Powered Contact Center Transformation

Deloitte France; Boston (MA); On-site; USD 172,000 - 308,000; Full time

Job summary

Deloitte seeks an Associate Vice President, CCaaS & AI Transformation to lead client-facing contact center modernization across strategic accounts. You will drive initiatives that fuse business strategy with technology, data, and change management to deliver measurable client value.

Responsibilities include shaping programs with NICE CXone and Amazon Connect, leading workshops and proposals, and mentoring teams while expanding account growth. Travel is required up to 50%.

Qualifications

• 10+ years delivering digital, cloud, contact center, or customer service solutions.

Responsibilities

• Lead executive-level client relationships in CCaaS and AI-enabled service transformation.
• Shape and deliver transformation programs using NICE CXone, Amazon Connect, and related CX technologies.
• Lead pursuit strategy, workshops, proposals, estimates, and executive presentations.
• Translate business priorities into roadmaps, operating models, and implementation plans.
• Oversee delivery quality, risks, and client outcomes.
• Coordinate multidisciplinary teams across strategy, technology, data, engineering, and change management.

Skills

CCaaS experience

AI in service

Sales/pre-sales

Enterprise solution design

CRM integration

Analytics

Cloud/Hybrid delivery

Leadership

Travel readiness

Education

Bachelor's Degree in CS/Engineering

Tools

NICE CXone

Amazon Connect

Job description

Deloitte seeks an Associate Vice President, CCaaS & AI Transformation to lead client-facing contact center modernization across strategic accounts. You will drive initiatives that fuse business strategy with technology, data, and change management to deliver measurable client value.

Responsibilities include shaping programs with NICE CXone and Amazon Connect, leading workshops and proposals, and mentoring teams while expanding account growth. Travel is required up to 50%.