AVP, AI-Powered CX & CCaaS Transformation

Deloitte France; Morristown (NJ); Hybrid; USD 172,000 - 308,000; Full time

Job summary

Deloitte is seeking an Associate Vice President to lead CCaaS and AI transformation for global contact center programs. You will guide executive stakeholders, shape multi-disciplinary delivery teams, and craft strategic roadmaps that fuse business goals with technology, analytics, and AI capabilities.

The role emphasizes client value, reusable offerings, and development of practitioners, with travel expectations and a focus on transformation outcomes across sales, service, and digital channels.

Qualifications

• 10+ years delivering digital, cloud, contact center, or customer service solutions.
• 5+ years in CCaaS or customer service transformation.
• 5+ years in sales/pre-sales and delivery with multiple pursuits and implementations.
• 5+ years with NICE CXone and/or Amazon Connect in enterprise solutions.
• Experience applying AI to customer service use cases (virtual agents, agent assist, etc.).
• Ability to travel ~50% on average.

Responsibilities

• Lead executive-level client relationships and advise on transformation.
• Shape and deliver CCaaS and AI-enabled service programs.
• Lead pursuit strategy, workshops, proposals, and executive presentations.
• Translate priorities into strategies, roadmaps, and implementation plans.
• Oversee delivery quality, risks, and client outcomes.
• Coordinate teams across strategy, technology, data, and change management.
• Develop offerings, assets, and thought leadership.
• Coach practitioners and support recruiting and career development.
• Identify opportunities to expand client value and account growth.

Skills

CCaaS / contact center

Executive client relationships

NICE CXone

Amazon Connect

AI in customer service

Sales pre-sales & delivery

Travel willingness

Leadership & mentoring

Education

Bachelor's degree in Computer Science or Engineering

Tools

Salesforce integration

ServiceNow integration

Oracle integration

SAP integration

Microsoft Dynamics integration

Omnichannel routing

IVR

Workforce management

Analytics

AWS (Connect, Lex, Bedrock)

AI platforms (Agentforce, CCAI, Cognigy, Kore.ai)

Agile / Scrum

Job description

Deloitte is seeking an Associate Vice President to lead CCaaS and AI transformation for global contact center programs. You will guide executive stakeholders, shape multi-disciplinary delivery teams, and craft strategic roadmaps that fuse business goals with technology, analytics, and AI capabilities.

The role emphasizes client value, reusable offerings, and development of practitioners, with travel expectations and a focus on transformation outcomes across sales, service, and digital channels.