Contact Center Transformation Leader | AI-Powered Ops

Deloitte France; Stamford (CT); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte France is seeking a Manager to lead contact center operations and transformation initiatives for Power, Utilities & Renewables clients, driving efficiency, customer experiences, and data-driven service delivery.

You will work at the intersection of business transformation, technology, and AI, advising on operating models, channel strategy, workforce optimization, and AI-enabled service improvements across large-scale programs.

Qualifications

• 8+ years of relevant experience in contact center operations or transformation
• 4+ years of leading multiple project teams with delivery responsibility
• 2+ years serving Power, Utilities & Renewables clients with industry context
• Bachelor's degree in CS, Engineering, or equivalent work experience
• Ability to travel up to 50% on average
• Limited immigration sponsorship may be available

Responsibilities

• Leading contact center operations and transformation engagements for Power, Utilities & Renewables clients
• Assessing current-state customer service operations including structure, demand, channel strategy, and metrics
• Designing future-state operating models to improve efficiency, scalability, resiliency, and service quality
• Developing transformation strategies leveraging digital self-service, automation, Generative AI, and workforce optimization
• Helping clients use AI, analytics, and customer data to improve service performance and decision-making
• Supporting design and implementation of CCaaS, CRM, workforce management, and analytics platforms
• Leading digital service transformation to modernize engagement across channels
• Managing multiple teams and workstreams with high-quality delivery
• Building trusted client relationships across Deloitte’s cross-functional teams
• Coaching junior team members and supporting collaborative culture

Skills

Contact center ops

Transformation leadership

Program management

Power, Utilities & Renewables

AI & analytics awareness

Client relationship mgmt

Education

Bachelor's degree CS/Engineering

Tools

CCaaS

CRM

Workforce management

Quality management

Knowledge management

Analytics tools

AI tools

Job description

Deloitte France is seeking a Manager to lead contact center operations and transformation initiatives for Power, Utilities & Renewables clients, driving efficiency, customer experiences, and data-driven service delivery.

You will work at the intersection of business transformation, technology, and AI, advising on operating models, channel strategy, workforce optimization, and AI-enabled service improvements across large-scale programs.