Contact Center Transformation Leader – AI-Driven Ops

Deloitte France; Morristown (NJ); 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 in Power, Utilities & Renewables, driving efficiency, better experiences, and scalable data-driven delivery. You will bridge business transformation, operations, technology, and AI, guiding future-state capabilities and value realization across channels.

Lead teams, manage multiple workstreams, and build strong client relationships while coaching junior colleagues in a

Qualifications

• 8+ years of leadership in contact center operations or transformation.
• 4+ years leading multiple project teams and workstreams.
• 2+ years serving Power, Utilities & Renewables clients.
• Bachelor's degree in Computer Science, Engineering, or equivalent.
• 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, service demand, channel strategy, call drivers, workforce management, agent experience, service levels, technology capabilities, cost structure, and performance metrics
• Designing future-state operating models that improve efficiency, scalability, resiliency, service quality, and customer satisfaction
• Developing transformation strategies that leverage digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, knowledge management, process redesign, and workforce optimization
• Helping clients use AI, analytics, and customer data to improve service performance, personalize interactions, reduce handle time, increase containment, improve first-contact resolution, and support better decision‑making
• Supporting the design and implementation of contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enabled service platforms
• Leading digital service transformation efforts to modernize customer engagement across contact center, digital, and assisted‑service channels
• Managing multiple teams and workstreams, while driving high‑quality delivery, measurable client impact, and strong team performance
• Building trusted client relationships and collaborating across Deloitte's cross‑functional teams, including operations, technology, AI, data, industry, and delivery specialists, to deliver integrated solutions
• Coaching junior team members, contributing to team development, and supporting Deloitte's collaborative, client‑focused culture

Skills

Client-facing leadership

Written and verbal communication

Project management

Cross-functional collaboration

Education

Bachelor's degree in Computer Science or Engineering

Tools

Salesforce

Genesys

NICE

Job description

Deloitte Consulting's Customer offering portfolio seeks a Manager to transform contact center and customer service operations in Power, Utilities & Renewables, driving efficiency, better experiences, and scalable data-driven delivery. You will bridge business transformation, operations, technology, and AI, guiding future-state capabilities and value realization across channels.

Lead teams, manage multiple workstreams, and build strong client relationships while coaching junior colleagues in a