Contact Center Operations Generalist, Business Transformation Architecture

Contact Center Operations Generalist Architect

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

Recruiting for this role ends on December 31, 2026.

Work you'll do

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.

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.

We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.

Qualifications

Required


* 10+ years of experience in contact center operations, customer service operations, and/or contact center transformation (consulting and/or industry)
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