Associate Vice President, CCaaS & AI Transformation

As an Associate Vice President, you will help grow and deliver Deloitte’s Contact Center and Customer Service transformation business. You will serve as a trusted client advisor, lead complex engagements, shape pursuits, and bring together business, technology, alliance, and delivery teams to create measurable client value., * 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.

• 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 relationships
• 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 mentor and provide clear guidance to others, * 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.
• Limited immigration sponsorship may be available
• Bachelor’s Degree in Computer Science, Engineering or equivalent work experience.

Preferred :

• Integrations with Salesforce, ServiceNow, Oracle, SAP, or Microsoft Dynamics.
• Experience with omnichannel routing, self-service, IVR, workforce management, quality management, analytics, and digital channels.
• Working knowledge of AWS services such as Amazon Connect, Lex, Bedrock, Lambda, and API Gateway.
• Experience with AI platforms such as Agentforce, Google CCAI, Cognigy, Kore.ai, or similar.
• Agile, Scrum, hybrid delivery, or relevant cloud/CCaaS certifications.

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. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $171,500 to $307,500.

Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.