Contact Center Transformation Leader: AI-Driven Operations

Deloitte France; Charlotte (NC); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte US is seeking a Manager to lead contact center and customer service transformations for Power, Utilities & Renewables clients, driving efficiency, improved customer and employee experiences, and scalable, data-driven service delivery.

You will operate at the intersection of business transformation, operations, technology, and AI, advising on operating models, channel strategy, and AI-enabled service improvements while guiding junior team members.

Qualifications

• 8+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory.

Responsibilities

• Lead contact center operations and transformation engagements for Power, Utilities & Renewables clients.
• Assess current-state customer service operations, including org structure, service demand, channel strategy, call drivers, and performance metrics.
• Design future-state operating models for efficiency, scalability, resiliency, service quality, and customer satisfaction.
• Develop transformation strategies leveraging digital self-service, automation, Generative AI, and intelligent routing.
• Help clients use AI, analytics, and customer data to improve service performance and decision making.
• Support design and implementation of CCaaS, CRM, workforce management, and analytics platforms.
• Lead digital service transformation across contact center and digital channels.
• Manage multiple teams and deliver high-quality client impact.
• Build trusted client relationships across Deloitte's cross-functional teams.
• Coach junior team members and contribute to team development.

Skills

Independence & teamwork

Written & verbal communication

Delivery & quality

Relationship building

Project leadership

multitasking

Interpersonal skills

Deadline management

Guidance to others

Education

Bachelor's degree in Computer Science/Engineering

Tools

Salesforce

Genesys

Five9

NICE

AWS

Job description

Deloitte US is seeking a Manager to lead contact center and customer service transformations for Power, Utilities & Renewables clients, driving efficiency, improved customer and employee experiences, and scalable, data-driven service delivery.

You will operate at the intersection of business transformation, operations, technology, and AI, advising on operating models, channel strategy, and AI-enabled service improvements while guiding junior team members.