VP, CCaaS & AI Transformation

Deloitte France; Louisville (KY); On-site; USD 172,000 - 308,000; Full time

Job summary

Deloitte is seeking an Associate Vice President to lead CCaaS and AI transformation within our Sales & Service practice. You will grow and deliver transformation programs, advise executive clients, and coordinate cross-functional teams to create measurable value.

The role requires 10+ years in digital, cloud, contact center solutions with 5+ years in CCaaS, plus hands-on experience with NICE CXone/Amazon Connect and related platforms. Travel up to 50% is expected.

Qualifications

• 10+ years delivering digital, cloud, contact center, or customer service solutions.
• 5+ years in sales/pre-sales and delivery with multiple pursuits and implementations.
• 5+ years with CCaaS and AI-enabled service transformations.
• Experience applying AI to customer service or contact center use cases.
• Ability to travel ~50% on average.

Responsibilities

• Lead executive client relationships and advise on CCaaS and AI-enabled service transformation.
• Shape and deliver transformation programs using CX technologies.
• Lead pursuit strategy, workshops, proposals, and executive presentations.
• Translate priorities into practical strategies, roadmaps, and operating models.
• Provide AI perspectives in service, including virtual agents and agent assist.
• Oversee delivery quality, risks, and client outcomes.
• Coordinate cross-functional teams across strategy, technology, data, and change management.
• Develop reusable offerings and thought leadership; support recruiting and career development.
• Identify opportunities to expand client value and account growth.

Skills

Independent work

Team collaboration

Executive relationship building

Project leadership

Communication skills

Multitasking in dynamic environments

Mentoring and guidance

Education

Bachelor's Degree in Computer Science or Engineering

Tools

NICE CXone

Amazon Connect

Salesforce

ServiceNow

Oracle

SAP

Microsoft Dynamics

AWS (Lex, Bedrock, Lambda)

Job description

Deloitte is seeking an Associate Vice President to lead CCaaS and AI transformation within our Sales & Service practice. You will grow and deliver transformation programs, advise executive clients, and coordinate cross-functional teams to create measurable value.

The role requires 10+ years in digital, cloud, contact center solutions with 5+ years in CCaaS, plus hands-on experience with NICE CXone/Amazon Connect and related platforms. Travel up to 50% is expected.