Contact Center Operations Generalist

Deloitte • Baltimore, MD • 16h ago

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)

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 $130,800 to $241,000.

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

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.

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