Executive AVP, CCaaS & AI Transformation

Deloitte France; United States; On-site; USD 172,000 - 308,000; Full time

Benefits offered by this job

Discretionary annual incentive

Job summary

Deloitte’s Sales & Service team seeks an Associate Vice President to lead CCaaS and AI transformation for major client programs. You will grow executive relationships, shape pursuits, and align business and technology teams to deliver measurable client value.

You will drive transformation programs using NICE CXone and Amazon Connect, oversee delivery quality and risk, and mentor practitioners while supporting recruiting. Travel up to 50% may be required.

Qualifications

• 10+ years delivering digital, cloud, contact center, or customer service solutions.
• 5+ years in sales/pre-sales and delivery; 3 pursuits and 2 implementations.
• 5+ years with NICE CXone and/or Amazon Connect; enterprise CRM integration.
• Experience applying AI to customer service use cases.
• Ability to travel 50% on average.

Responsibilities

• Lead executive-level client relationships in CCaaS and AI transformation.
• Shape transformation programs using NICE CXone and Amazon Connect.
• Lead pursuit strategy, workshops, proposals, and executive presentations.
• Translate business priorities into strategies, roadmaps, and operating models.
• Oversee delivery quality, risks, and financial performance.
• Coordinate cross-disciplinary teams across strategy, operations, technology, data, and change.
• Develop reusable offerings and thought leadership.
• Coach and develop practitioners, supporting recruiting and staffing.
• Identify opportunities to expand client value.

Skills

Executive-level relationships

Strategic advisory

Program leadership

AI in transformation

Cross-functional collaboration

Communication skills

Mentoring

Staffing and recruiting

Project management

Education

Bachelor’s Degree in Computer Science/Engineering or equivalent

Tools

NICE CXone

Amazon Connect

CRM integration

CRM systems

Job description

Deloitte’s Sales & Service team seeks an Associate Vice President to lead CCaaS and AI transformation for major client programs. You will grow executive relationships, shape pursuits, and align business and technology teams to deliver measurable client value.

You will drive transformation programs using NICE CXone and Amazon Connect, oversee delivery quality and risk, and mentor practitioners while supporting recruiting. Travel up to 50% may be required.