Strategic AVP, CCaaS & AI Service Transformation

Deloitte France; New Orleans (LA); Sur place; USD 172 000 - 308 000; Plein temps

Résumé du poste

Deloitte is seeking an Associate Vice President to lead the CCaaS & AI Transformation practice in the US. This role focuses on growing and delivering Deloitte's Contact Center and Customer Service transformation engagements, advising executives, and shaping multi-disciplinary programs across strategy, technology, and delivery.

You will steer programs leveraging NICE CXone and Amazon Connect, oversee delivery quality, and build scalable offerings while mentoring teams and supporting recruitment

Qualifications

• 10+ years delivering digital, cloud, contact center, or customer service solutions, including 5+ years focused on CCaaS or customer service transformation.
• 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.

Responsabilités

• 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.

Connaissances

Executive relationship

AI in service

CCaaS experience

NICE CXone & Amazon Connect

Cross-functional leadership

Formation

Bachelor's Degree in Computer Science/Engineering

Outils

Salesforce integration

ServiceNow

Oracle

SAP

Microsoft Dynamics

Description du poste

Deloitte is seeking an Associate Vice President to lead the CCaaS & AI Transformation practice in the US. This role focuses on growing and delivering Deloitte's Contact Center and Customer Service transformation engagements, advising executives, and shaping multi-disciplinary programs across strategy, technology, and delivery.

You will steer programs leveraging NICE CXone and Amazon Connect, oversee delivery quality, and build scalable offerings while mentoring teams and supporting recruitment