Contact Center Operations Generalist, Business Transformation Architecture

Contact Center Operations Generalist

Recruiting ends December 31, 2026.

Key Responsibilities

• Lead contact center strategy, transformation, and optimization programs
• Shape target operating models, solution roadmaps, and implementation approaches
• Advisory 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

Qualifications

• 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

Preferred Experience

• 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)