Contact Center Transformation Leader - AI-Driven Ops

Deloitte France; Denver (CO); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte France is seeking a Manager in the Contact Center Operations and Transformation practice to lead transformation engagements for Power, Utilities & Renewables clients in the US. The role focuses on improving efficiency, channel strategy, and data-driven service delivery while coordinating across advisory, technology, and delivery teams.

The successful candidate will drive futures-state design, leverage digital self-service, and apply AI-enabled service tools to optimize performance and

Qualifications

• 8+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory.
• 4+ years of experience leading multiple project teams and workstreams simultaneously.
• 2+ years of experience serving Power, Utilities & Renewables clients.
• Ability to travel up to 50% on average.

Responsibilities

• Leading contact center operations and transformation engagements for Power, Utilities & Renewables clients.
• Assessing current-state customer service operations, including organizational structure and service metrics.
• Designing future-state operating models to improve efficiency and customer satisfaction.
• Developing transformation strategies leveraging AI, automation, and analytics.
• Coaching junior team members and guiding delivery to achieve client outcomes.

Skills

Contact center operations

Customer service transformation

Management consulting

Project leadership

Stakeholder management

Travel up to 50%

Team leadership

Education

Bachelor's degree in Computer Science, Engineering, or equivalent

Tools

Salesforce

Genesys

Five9

NICE

AWS

Job description

Deloitte France is seeking a Manager in the Contact Center Operations and Transformation practice to lead transformation engagements for Power, Utilities & Renewables clients in the US. The role focuses on improving efficiency, channel strategy, and data-driven service delivery while coordinating across advisory, technology, and delivery teams.

The successful candidate will drive futures-state design, leverage digital self-service, and apply AI-enabled service tools to optimize performance and