Qualifications Required + 10+ years of experience in contact center operations, customer service operations, and/or contact center transformation (consulting and/or industry) + Experience translating operational requirements into CCaaS capabilities (e.g., IVR/ACD, routing, WEM/QM, analytics, knowledge, CRM/CSM integration) and supporting CCaaS evaluations and implementations across leading platforms (e.g., Five9, Amazon Connect, Genesys, NICE) + Experience partnering with Workforce Management and Quality teams to improve forecasting, scheduling, adherence/occupancy, calibration, and coaching programs + Experience enabling AI-powered service operations (e.g., agent assist, summarization, knowledge search, intelligent routing, quality automation), including adoption, measurement, and controls (privacy/PII, monitoring, escalation) + Bachelor's degree in Computer Science, Engineering, or equivalent work experience + Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve + Limited immigration sponsorship may be available Preferred + Experience with WEM/QM/WFM suites (e.g., recording, quality, coaching, performance dashboards) in enterprise contact center environments + Experience with omnichannel and digital service strategies that improve containment/deflection and reduce repeat contacts + Experience with speech/text analytics or voice-of-customer programs that drive operational improvements tied to KPI outcomes + Experience establishing AI governance and operational runbooks for contact center use cases (human-in-the-loop, monitoring, auditability) + Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other) The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. Key responsibilities + Lead contact center strategy, transformation, and optimization programs + Shape target operating models, solution roadmaps, and implementation approaches + Advise on CCaaS platform selection, design, and deployment + Design and govern AI-enabled service operations use cases + Drive measurable improvements in customer experience, efficiency, and quality + Partner with client executives and Deloitte teams to deliver sustainable outcomes A successful candidate would possess these skills: + Ability to work independently and collaborate as part of a team + Effective written and verbal communication skills + Meticulous attention to detail and quality of work product + Ability to build and sustain professional relationship + Ability to lead projects or workstreams + Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment + Strong interpersonal skills and professional demeanor + Ability to meet deadlines + Ability to provide clear guidance to others The team Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences.