Associate Vice President, CCaaS & AI Transformation

Position Summary Associate Vice President, CCaaS & AI Transformation 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. Work you'll do As an Associate Vice President, you will help grow and deliver Deloitte's Contact Center and Customer Service transformation business. You will serve as a trusted client advisor, lead complex engagements, shape pursuits, and bring together business, technology, alliance, and delivery teams to create measurable client value. You will: • 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. 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 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 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 delivering digital, cloud, contact center, or customer service solutions, including 5+ years focused on CCaaS or customer service transformation. • 5+ years spanning sales/pre-sales and delivery, including at least 3 pursuits and 2 implementation, migration, or optimization programs. • 5+ years with NICE CXone and/or Amazon Connect, including experience designing or overseeing enterprise solutions integrated with CRM, IVR, workforce management, quality management, analytics, or digital channels. • Experience applying AI to at least one customer service or contact center use case, such as virtual agents, conversational IVR, agent assist, summarization, quality automation, or workforce optimization. • Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve. • Limited immigration sponsorship may be available • Bachelor's Degree in Computer Science, Engineering or equivalent work experience. Preferred: • Integrations with Salesforce, ServiceNow, Oracle, SAP, or Microsoft Dynamics. • Experience with omnichannel routing, self-service, IVR, workforce management, quality management, analytics, and digital channels. • Working knowledge of AWS services such as Amazon Connect, Lex, Bedrock, Lambda, and API Gateway. • Experience with AI platforms such as Agentforce, Google CCAI, Cognigy, Kore.ai, or similar. • Agile, Scrum, hybrid delivery, or relevant cloud/CCaaS certifications. Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $171,500 to $307,500. You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance. #Customer_US #SS_US Deloitte is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com. Recruiting tips From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters. Benefits At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. Our people and culture Our inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ways of thinking, ideas, and perspectives, and bring more creativity and innovation to help solve our clients' most complex challenges. This makes Deloitte one of the most rewarding places to work. Our purpose Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities. Learn more. Professional development From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see https://www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. Qualified applicants with criminal histories, including arrest or conviction records, will be considered for employment in accordance with the requirements of applicable state and local laws, including the Los Angeles County Fair Chance Ordinance for Employers, City of Los Angeles's Fair Chance Initiative for Hiring Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act. See notices of various fair chance hiring and ban-the-box laws where available. Fair Chance Hiring and Ban-the-Box Notices | Deloitte US Careers Requisition code: 369610 Job ID 369610