Overview In this role you drive Deloitte's Contact Center and Customer Service transformation, serving as a trusted advisor to executive stakeholders. You will shape and deliver programs using CCaaS platforms like NICE CXone and Amazon Connect, translating business priorities into practical strategies and roadmaps. You will bring an AI perspective to service delivery, including virtual agents and agent assist, while ensuring delivery quality and client outcomes. You'll coordinate cross functional teams, build alliance partnerships, and develop reusable offerings to strengthen Deloitte's market position. This is a high-impact, client facing leadership role with opportunities to influence growth and go ResponsibilitiesLead executive-level client relationships and advise on contact center, CCaaS, and AI-enabled transformationShape and deliver transformation programs using NICE CXone, Amazon Connect, and related CX technologiesLead pursuit strategy, workshops, solution development, proposals, estimates, and executive presentationsTranslate business priorities into practical strategies, roadmaps, operating models, and implementation plansProvide point of view on AI in service, including virtual agents, agent assist, automation, and quality managementOversee delivery quality, architecture, risks, dependencies, financial performance, and client outcomesCoordinate multidisciplinary teams across strategy, operations, technology, data, engineering, and change managementBuild trusted relationships with alliance partners and support joint go-to-market activitiesDevelop reusable offerings, assets, methodologies, and thought leadership to strengthen Deloitte's market positionCoach and develop practitioners while contributing to recruiting, staffing, and career developmentIdentify opportunities to expand client value and support account growth Key requirements10+ years delivering digital, cloud, contact center, or customer service solutions5+ years focused on CCaaS or customer service transformation5+ years spanning sales/pre-sales and delivery, including at least 3 pursuits and 2 implementation, migration, or optimization programs5+ 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 channelsExperience applying AI to at least one customer service or contact center use case such as virtual agents, conversational IVR, agent assist, summarization, or quality automationAbility to travel 50% on averageBachelor's Degree in Computer Science, Engineering or equivalent work experienceEffective written and verbal communicationMeticulous attention to detail and quality of work productAbility to build and sustain professional relationshipsNICE CXoneAmazon ConnectCRM integration (CRM, IVR, workforce management, quality management, analytics)
Not specified in the original listing.
Not specified in the original listing.
