Contact Center Transformation Lead: AI, Analytics & Ops

Deloitte France; Chicago (IL); On-site; USD 144,000 - 241,000; Full time

Benefits offered by this job

Discretionary annual incentive program

Job summary

Deloitte France is seeking a Manager to lead contact center operations and transformation initiatives for Power, Utilities & Renewables clients in a fast-paced environment. You will assess current-state operations, design future-state models, and implement AI-driven service improvements to increase efficiency and customer satisfaction.

The role requires guiding executive-level discussion to solution delivery, managing multiple workstreams, and coaching junior colleagues while building strong

Qualifications

• 8+ years in contact center ops, customer service transformation, or management consulting.
• 4+ years leading multiple project teams and workstreams.
• 2+ years serving Power, Utilities & Renewables clients.

Responsibilities

• Lead contact center operations and transformation engagements for Power, Utilities & Renewables clients.
• Assess current-state operations, including structure, demand, channels, and costs.
• Design future-state models for efficiency, scalability, and service quality.
• Develop strategies leveraging AI, automation, and analytics.
• Guide design/implementation of CCaaS, CRM, WFM, QA, and knowledge tools.
• Lead digital service transformation across channels and manage multiple teams.
• Cultivate trusted client relationships and mentor junior staff.

Skills

Leadership

Communication

Detail-oriented

Relationship building

Deadline-driven

Education

Bachelor's degree in CS/Engineering

Tools

Salesforce

Genesys

Five9

NICE

AWS

Job description

Deloitte France is seeking a Manager to lead contact center operations and transformation initiatives for Power, Utilities & Renewables clients in a fast-paced environment. You will assess current-state operations, design future-state models, and implement AI-driven service improvements to increase efficiency and customer satisfaction.

The role requires guiding executive-level discussion to solution delivery, managing multiple workstreams, and coaching junior colleagues while building strong