Contact Center Operations and Transformation Manager

Responsibilities

• Lead contact center and customer service transformation engagements, focusing on package-enabled and platform-enabled transformation.
• Assess current-state operations including service demand, channel strategy, workforce management, and technology capabilities.
• Design future-state operating models and transformation roadmaps to improve efficiency, scalability, and customer experience.
• Support the implementation of customer service technologies such as CRM, WFM, automation, and AI-enabled service platforms.
• Help clients apply Generative AI, conversational AI, and digital self-service to improve performance and reduce costs.
• Manage teams and workstreams while driving delivery quality and building client relationships across stakeholders.

Requirements

• Bachelor's degree in business, computer science, engineering, or information systems.
• 8+ years of experience in contact center operations, customer service transformation, or management consulting.
• 4+ years of experience with customer service or contact center technologies (CCaaS, CRM, WFM, etc.).
• 2+ years of experience developing operating models, transformation roadmaps, or business cases.
• Ability to travel 50% on average.

Preferred Qualifications

• Experience supporting contact center environments with 500+ agents.
• Proficiency with Salesforce or cloud-based platforms like Genesys, Five9, NICE, or AWS.
• Experience with digital self-service, automation, analytics, or AI-enabled service capabilities.
• MBA, Master's degree in a technical field, or certifications such as PMP, Six Sigma, Lean, or Agile.

Benefits

• Broad range of competitive benefits and rewards.
• Opportunities for professional development, mentorship, and continuous learning.
• An inclusive culture that empowers diverse perspectives and creativity.

About the Company

Deloitte's Sales & Service team empowers organizations to build deeper customer relationships through innovative strategies, advanced analytics, Generative AI, and transformative technologies. We blend strategy, technology, and creativity to solve complex challenges and drive sustained growth for our clients.