Senior Contact Center Transformation Leader

Deloitte France; Boston (MA); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte Consulting in Boston seeks an experienced Manager to lead contact center and customer service transformations for Power, Utilities & Renewables clients, driving efficiency and data-driven service delivery across channels.

You will oversee cross-functional teams, advise on operating models, digital self-service, and AI-enabled tools, coaching juniors and delivering measurable client impact while collaborating with Deloitte's operations, technology, AI, and industry specialists.

Qualifications

• 8+ years of relevant experience in contact center operations, customer service transformation, or management consulting
• 4+ years of experience leading multiple project teams and workstreams simultaneously
• 2+ years serving Power, Utilities & Renewables clients
• Bachelor's degree in Computer Science, Engineering, or equivalent work experience
• Ability to travel up to 50% on average
• 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 that leverage 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 efforts to modernize customer engagement across contact center, digital, and assisted-service channels
• Managing multiple teams and workstreams, while driving high-quality delivery, measurable client impact, and strong team performance
• Building trusted client relationships and collaborating across Deloitte's cross-functional teams, including operations, technology, AI, data, industry, and delivery specialists, to deliver integrated solutions
• Coaching junior team members, contributing to team development, and supporting Deloitte's collaborative, client-focused culture

Skills

Team leadership

Project management

Communication

Relationship building

Strategic thinking

Change management

Problem solving

Education

Bachelor's degree in Computer Science or Engineering

Job description

Deloitte Consulting in Boston seeks an experienced Manager to lead contact center and customer service transformations for Power, Utilities & Renewables clients, driving efficiency and data-driven service delivery across channels.

You will oversee cross-functional teams, advise on operating models, digital self-service, and AI-enabled tools, coaching juniors and delivering measurable client impact while collaborating with Deloitte's operations, technology, AI, and industry specialists.