Contact Center Operations and Transformation Functional Senior Consultant

Contact Center Operations And Transformation Functional Senior ConsultantOur 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 Senior Consultant in Deloitte Consulting's Customer offering portfolio, you will help clients transform contact center and customer service operations to drive efficiency, improve customer and employee experiences, and enable more scalable, data-driven service delivery. You will work at the intersection of business transformation, operations, technology, and AI, helping clients assess current-state service models, define future-state capabilities, and implement solutions that improve performance and reduce cost. You will advise clients on a range of customer operations priorities, including contact center transformation, digital channel enablement, operating model redesign, workforce optimization, service personalization, and AI-powered service innovation. This role requires a leader who can move seamlessly from executive-level discussions to detailed problem-solving, solution design, and delivery execution.

Key responsibilities
include:Leading contact center operations and transformation engagements for clients across various industriesAssessing current-state customer service operations, including organizational structure, service demand, channel strategy, call drivers, workforce management, agent experience, service levels, technology capabilities, cost structure, and performance metricsDesigning future-state operating models that improve efficiency, scalability, resiliency, service quality, and customer satisfactionDeveloping transformation strategies that leverage digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, knowledge management, process redesign, and workforce optimizationHelping clients use AI, analytics, and customer data to improve service performance, personalize interactions, reduce handle time, increase containment, improve first-contact resolution, and support better decision-makingSupporting the design and implementation of contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enabled service platformsLeading digital service transformation efforts to modernize customer engagement across contact center, digital, and assisted-service channelsManaging multiple teams and workstreams, while driving high-quality delivery, measurable client impact, and strong team performanceBuilding trusted client relationships and collaborating across Deloitte's cross-functional teams, including operations, technology, AI, data, industry, and delivery specialists, to deliver integrated solutionsCoaching junior team members, contributing to team development, and supporting Deloitte's collaborative, client-focused cultureA successful candidate would possess these

skills:
Ability to work independently and collaborate as part of a teamEffective written and verbal communication skillsMeticulous attention to detail and quality of work productAbility to build and sustain professional relationshipAbility to lead projects or workstreamsAbility to manage and prioritize multiple tasks in a fast-paced and dynamic environmentStrong interpersonal skills and professional demeanorAbility to meet deadlinesAbility to provide clear guidance to othersThe 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:6+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory, including significant experience focused on contact center strategy, operations, and transformation engagements2+ years of experience leading multiple project teams and workstreams simultaneously, with responsibility for delivery quality, team performance, and client outcomes2+ years of experience serving clients across various industries, with an understanding of customer operations, service environments, and industry-specific business c