Executive AVP, CCaaS & AI Transformation

Deloitte France; Des Moines (IA); On-site; USD 171,000 - 308,000; Full time

Job summary

Deloitte in the United States seeks an Associate Vice President to grow and deliver our Contact Center and Customer Service transformation practice. You will serve as a trusted advisor, lead complex engagements, and align business and technology teams to create measurable client value.

The role requires deep CCaaS/AI experience, program leadership with NICE CXone/Amazon Connect, and the ability to travel up to 50%.

Qualifications

• 10+ years delivering digital, cloud, contact center, or customer service solutions.
• 5+ years focused on CCaaS or customer service transformation.
• 5+ years with sales/pre-sales and delivery; 3 pursuits and 2 implementation/migration/optimization programs.
• 5+ years with NICE CXone and/or Amazon Connect; experience integrating with CRM/IVR/workforce mgmt/analytics.

Responsibilities

• Lead executive-level client relationships and advise stakeholders on CCaaS and AI-enabled service transformation.
• Shape and deliver transformation programs using CX technologies like NICE CXone and Amazon Connect.
• Lead pursuit strategy, client workshops, solution development, proposals, estimates, and executive presentations.
• Translate business priorities into practical strategies, roadmaps, operating models, and implementation plans.
• Provide AI perspectives in service, including virtual agents, agent assist, automation, and analytics.
• Oversee delivery quality, architecture, risks, dependencies, financial performance, and client outcomes.
• Coordinate multidisciplinary teams across strategy, operations, technology, data, engineering, and change management.
• Build trusted relationships with alliance partners and support joint go-to-market activities.
• Develop reusable offerings, assets, methodologies, and thought leadership to strengthen Deloitte's market position.
• Coach practitioners and contribute to recruiting, staffing, and career development.
• Identify opportunities to expand client value and support account growth.

Skills

Executive relationships

Transformation leadership

CX platforms

AI in service

Project leadership

Strategic thinking

Communication

Collaboration

Mentoring

Education

Bachelor's degree in CS/Engineering

Tools

NICE CXone

Amazon Connect

Salesforce

Oracle

SAP

AWS Cloud

Job description

Deloitte in the United States seeks an Associate Vice President to grow and deliver our Contact Center and Customer Service transformation practice. You will serve as a trusted advisor, lead complex engagements, and align business and technology teams to create measurable client value.

The role requires deep CCaaS/AI experience, program leadership with NICE CXone/Amazon Connect, and the ability to travel up to 50%.