Associate Vice President, CCaaS & AI Transformation
About the role
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 November 20, 2026.
Responsibilities
- 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.
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 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