> Markdown version of [/jobs/ext/534375-contact-center-operations-generalist-business-transformation-architecture](https://www.wearedevelopers.com/jobs/ext/534375-contact-center-operations-generalist-business-transformation-architecture). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Contact Center Operations Generalist, Business Transformation Architecture - **Company:** Deloitte T.T.L. - **Location:** Costa Mesa, CA, United States - **Experience:** Expert - **Salary:** $171,500.0 - $307,500.0 - **Contract:** Permanent contract - **Skills:** Agile Methodology, Artificial Intelligence, Automation of Tests, IBM Rational Unified Process, Routing, Scrum Methodology, Systems Development Life Cycle, Amazon Connect, Genesys, Information Technology, Text Analysis - **Published:** June 5, 2026 - **Apply:** https://dejobs.org/x/x/76D8C87D2A1645538D8370AC1161F30B/job/ ## About the Role * 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) ## Description 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 ## Related Videos - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Scaling GraphRAG: Efficient Knowledge Retrieval for AI](https://www.wearedevelopers.com/videos/100025-scaling-graphrag-efficient-knowledge-retrieval-for-ai) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [Creating a routing app with Google Maps API from scratch](https://www.wearedevelopers.com/videos/831-creating-a-routing-app-with-google-maps-api-from-scratch) - [May I interest you in ... R?](https://www.wearedevelopers.com/videos/445-may-i-interest-you-in-r) - [The Design and Evolution of C++](https://www.wearedevelopers.com/videos/526-the-design-and-evolution-of-c) ## Related Articles - [Best US AI Conferences for CTOs in 2026: Build vs. Buy, Vendor Evaluation, and Peer Intelligence](https://www.wearedevelopers.com/magazine/736-best-us-ai-conferences-for-ctos-in-2026-build-vs-buy-vendor-evaluation-and-peer-intelligence) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift)