Senior AVP, CCaaS & AI Transformation Leader

Deloitte France

San Diego (CA)

On-site

USD 172,000 - 308,000

Full time

5 days ago

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Job summary

Deloitte is seeking an Associate Vice President to lead CCaaS and AI Transformation within our Sales & Service practice, guiding executive-level client relationships and driving complex engagements. You will shape strategies, orchestrate cross-functional delivery, and collaborate with alliances to deliver measurable client value.

Ideal candidates bring 10+ years in digital and contact center solutions with CCaaS experience, plus a proven track record in sales and delivery and strong leadership

Qualifications

10+ years delivering digital, cloud, contact center, or customer service solutions.
5+ years spanning sales/pre-sales and delivery, including at least 3 pursuits and 2 implementation, migration, or optimization programs.
5+ years with NICE CXone and/or Amazon Connect, including experience designing or overseeing enterprise solutions integrated with CRM, IVR, workforce management, quality management, analytics, or digital channels.
Experience applying AI to at least one customer service or contact center use case, such as virtual agents, conversational IVR, agent assist, summarization, quality automation, or workforce optimization.
Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve.
Limited immigration sponsorship may be available
Bachelor's Degree in Computer Science, Engineering or equivalent work experience.
Preferred : Integrations with Salesforce, ServiceNow, Oracle, SAP, or Microsoft Dynamics.
Experience with omnichannel routing, self-service, IVR, workforce management, quality management, analytics, and digital channels.
Working knowledge of AWS services such as Amazon Connect, Lex, Bedrock, Lambda, and API Gateway.
Experience with AI platforms such as Agentforce, Google CCAI, Cognigy, Kore.ai, or similar.
Agile, Scrum, hybrid delivery, or relevant cloud/CCaaS certifications.

Responsibilities

Lead executive-level client relationships and advise stakeholders on contact center, CCaaS, and AI-enabled service transformation.
Shape and deliver transformation programs using NICE CXone, Amazon Connect, and related CX technologies.
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 point of view on AI in service, including virtual agents, agent assist, automation, summarization, quality management, and agentic experiences.
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 and develop practitioners while contributing to recruitment, staffing, and career development.
Identify opportunities to expand client value and support account growth.

Skills

Executive-level client relationships

Strategic program leadership

CCaaS and AI transformation

Cross-functional collaboration

Proposals, presentations & solution

Mentoring & staff development

Education

Bachelor's Degree in Computer Science, Engineering or equivalent

Tools

NICE CXone

Amazon Connect

Salesforce

ServiceNow

AWS

Google CCAI

Job description

Ideal candidates bring 10+ years in digital and contact center solutions with CCaaS experience, plus a proven track record in sales and delivery and strong leadership

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