Strategic AVP, CCaaS & AI Transformation

Deloitte France; Milwaukee (WI); On-site; USD 172,000 - 308,000; Full time

Job summary

Deloitte is seeking an Associate Vice President in Milwaukee to lead CCaaS and AI transformation initiatives. You will guide executive-level client relationships, shape programs, and coordinate cross-functional teams to deliver measurable client value.

The role requires 10+ years in digital/customer service solutions, including CCaaS, with deep experience in NICE CXone and AWS, and travel up to 50%. This is a senior leadership position within Deloitte's Sales & Service team.

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.
• Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve.

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 recruiting, staffing, and career development.
• Identify opportunities to expand client value and support account growth.

Skills

Independent work

Communication skills

Attention to detail

Relationship building

Project leadership

Task prioritization

Interpersonal skills

Mentoring

Education

Bachelor's Degree in Computer Science, Engineering or equivalent work experience

Tools

NICE CXone

Amazon Connect

CRM integration

AWS services

Agentforce / Cognigy / similar AI platforms

Job description

Deloitte is seeking an Associate Vice President in Milwaukee to lead CCaaS and AI transformation initiatives. You will guide executive-level client relationships, shape programs, and coordinate cross-functional teams to deliver measurable client value.

The role requires 10+ years in digital/customer service solutions, including CCaaS, with deep experience in NICE CXone and AWS, and travel up to 50%. This is a senior leadership position within Deloitte's Sales & Service team.