Job Title: Contact Center Operations Generalist, Business Transformation Architecture
Company Name:
Deloitte
Location:
Costa Mesa, CA
Position Type:
Full Time
Post Date:
06/05/2026
Expire Date:
07/05/2026
Job Categories:
Architectural Services, Consulting Services, Customer Service and Call Center, Engineering, Human Resources, Information Technology, Entrepreneurship
Job Description
Contact Center Operations Generalist, Business Transformation Architecture Contact Center Operations Generalist Architect
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 December 31, 2026.
Work you'll do
As a Contact Center Operations Generalist, you will lead client-facing transformation efforts that modernize contact center operations across voice and digital channels, with a strong focus on measurable business outcomes. You will advise senior client stakeholders on target operating models, process redesign, and the effective use of leading CCaaS platforms such as Five9, Amazon Connect, Genesys, and NICE. You will also help clients adopt and govern AI-enabled service capabilities including agent assist, summarization, knowledge search, intelligent routing, and quality automation.
Key responsibilities
Lead contact center strategy, transformation, and optimization programs
Shape target operating models, solution roadmaps, and implementation approaches
Advise 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
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 relationship
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 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 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)
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.
