Contact Center Operations Generalist at Deloitte

Contact Center Operations Generalist (Specialist Master)

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 May 31, 2026. Work You'll Do As a Contact Center Operations Generalist (Specialist Master), you will lead contact center operations transformation and optimization programs for our clients. You will bring deep contact center operations expertise and strong familiarity with leading CCaaS platforms (e.g., Five9, Amazon Connect, Genesys, NICE) to help clients design, implement, and improve modern service capabilities across voice and digital channels. You will also help clients adopt AI-enabled service operations (e.g., agent assist, summarization, knowledge search, intelligent routing, quality automation) with a focus on measurable performance outcomes and appropriate governance.

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: 8+ 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)