Contact Center Operations Generalist, Business Transformation Architecture

As a Contact Center Operations Generalist, you will lead client-facing transformation efforts that modernize contact center operations across voice and digital channels, with a strong focus on measurable business outcomes. You will advise senior client stakeholders on target operating models, process redesign, and the effective use of leading CCaaS platforms such as Five9, Amazon Connect, Genesys, and NICE. You will also help clients adopt and govern AI-enabled service capabilities including agent assist, summarization, knowledge search, intelligent routing, and quality automation., * 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

• 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, 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. 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