Key responsibilities include: + Leading contact center operations and transformation engagements for Power, Utilities & Renewables clients + Assessing 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 metrics + Designing future-state operating models that improve efficiency, scalability, resiliency, service quality, and customer satisfaction + Developing transformation strategies that leverage digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, knowledge management, process redesign, and workforce optimization + Helping 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-making + Supporting 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 platforms + Leading digital service transformation efforts to modernize customer engagement across contact center, digital, and assisted-service channels + Managing multiple teams and workstreams, while driving high-quality delivery, measurable client impact, and strong team performance + Building trusted client relationships and collaborating across Deloitte's cross-functional teams, including operations, technology, AI, data, industry, and delivery specialists, to deliver integrated solutions + Coaching junior team members, contributing to team development, and supporting Deloitte's collaborative, client-focused culture 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. Qualifications Required + 8+ 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 engagements + 4+ years of experience leading multiple project teams and workstreams simultaneously, with responsibility for delivery quality, team performance, and client outcomes + 2+ years of experience serving Power, Utilities & Renewables clients, with an understanding of customer operations, service environments, and industry-specific business challenges + 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 working in, leading, or advising large-scale contact center environments supporting 500+ agents.