Contact Center Transformation Manager, AI-Driven Ops

Deloitte France; San Jose (CA); On-site; USD 144,000 - 241,000; Full time

Benefits offered by this job

Annual incentive program

Job summary

Deloitte Consulting, part of Deloitte, seeks a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients in a dynamic consulting environment. You will blend business transformation, technology, and AI to improve efficiency, customer experiences, and cost effectiveness.

You will lead multiple teams, design future-state operating models, and guide clients from strategy to delivery, ensuring high-quality outcomes and client value across industries

Qualifications

• 8+ years of experience in contact center operations, customer service transformation, or management consulting/advisory; significant focus on contact center strategy, operations, and transformation engagements.
• 4+ years of experience leading multiple project teams and workstreams simultaneously, with responsibility for delivery quality, team performance, and client outcomes.
• 2+ years of experience serving Power, Utilities & Renewables clients, with understanding of customer operations, service environments, and industry-specific challenges.
• Ability to travel up to 50% on average, based on the work you do and the clients you serve.
• 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 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 leveraging 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 to modernize engagement across contact center, digital, and assisted-service channels
• Managing multiple teams and workstreams to deliver high-quality outcomes and measurable client impact
• Building trusted client relationships and collaborating across Deloitte's cross-functional teams to deliver integrated solutions
• Coaching junior team members and supporting Deloitte's collaborative, client-focused culture

Education

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

Job description

Deloitte Consulting, part of Deloitte, seeks a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients in a dynamic consulting environment. You will blend business transformation, technology, and AI to improve efficiency, customer experiences, and cost effectiveness.

You will lead multiple teams, design future-state operating models, and guide clients from strategy to delivery, ensuring high-quality outcomes and client value across industries