Contact Center Transformation Leader (AI-Driven Ops)

Deloitte France; Houston (TX); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte Consulting’s Customer offering portfolio seeks a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients in the US. You will align business strategy with technology, AI capabilities, and data analytics to deliver scalable, efficient service delivery and measurable client impact.

The role requires leading diverse teams, managing multiple workstreams, and advising on operating models, channel strategy, and workforce optimization.

Qualifications

• 8+ years of experience in contact center operations or related transformation work.
• Experience leading multiple project teams and delivering client outcomes.

Responsibilities

• Lead contact center transformation engagements for Power, Utilities & Renewables clients.
• Assess current-state operations and design future-state models for efficiency and scalability.
• Develop transformation strategies using AI, automation, and digital self-service.
• Help clients use analytics to improve service performance and decision-making.
• Manage cross-functional teams and ensure high-quality delivery and client impact.
• Collaborate with Deloitte teams to deliver integrated solutions.

Skills

Project leadership

Client management

Communication skills

Power & Renewables

Education

Bachelor's degree in CS/Engineering

Tools

CCaaS

CRM

Knowledge management

Analytics

Job description

Deloitte Consulting’s Customer offering portfolio seeks a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients in the US. You will align business strategy with technology, AI capabilities, and data analytics to deliver scalable, efficient service delivery and measurable client impact.

The role requires leading diverse teams, managing multiple workstreams, and advising on operating models, channel strategy, and workforce optimization.