Contact Center Transformation Manager - AI-Driven Ops

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

Job summary

Deloitte Consulting's Customer offering in Austin seeks a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients. You’ll lead cross-functional teams, design future-state operating models, and drive data-driven service delivery using AI and analytics.

You’ll advise on digital channel enablement, workforce optimization, and AI-powered service innovation, delivering measurable client impact while guiding junior team members and collaborating

Qualifications

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

Responsibilities

• Lead contact center transformations for Power, Utilities & Renewables clients.
• Assess current-state operations and define future-state capabilities.
• Design operating models to improve efficiency and customer satisfaction.
• Develop transformation strategies including AI, digital self-service, and automation.
• Advise clients on AI-enabled service improvements and performance metrics.
• Oversee design and implementation of CCaaS, CRM, and workforce management tech.
• Lead digital service transformation across channels.
• Manage multiple teams and ensure high-quality delivery.
• Build trusted client relationships and collaborate across Deloitte teams.
• Coach junior staff and promote team development.

Job description

Deloitte Consulting's Customer offering in Austin seeks a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients. You’ll lead cross-functional teams, design future-state operating models, and drive data-driven service delivery using AI and analytics.

You’ll advise on digital channel enablement, workforce optimization, and AI-powered service innovation, delivering measurable client impact while guiding junior team members and collaborating