Contact Center Operations Generalist

Deloitte • Princeton, NJ • 2h 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.

Similar Jobs

Lead-Market Development Advisor

Humana • Trenton, NJ • 1h ago

Become a part of our caring community and help us put health first The Lead - Market Development Advisor provides support to Medicaid product implementation, operations, contract compliance, and federal contract applicat...

1h ago

Go to Apply

Senior Proposal and Marketing Specialist

Geosyntec Consultants • Pennington, NJ • 1h ago

Sales & Marketing

Senior Proposal and Marketing SpecialistPrimary Location US-NJ-PenningtonID 2026-4309Category Marketing Position Type Regular Full-Time Remote No Additional Location US-NJ-Bloomfield Additional Location US-MA-Acton Overv...

1h ago

Go to Apply

Product Marketing Manager, Theranostics

Cardinal Health • Trenton, NJ • 1h ago

Management & Administrative

What Nuclear & Precision Health Solutions (NPHS) Product Marketing contributes to Cardinal Health NPHS Product Marketing is responsible for assessing customer needs, market conditions and competition to inform busine...

1h ago

Go to Apply

Senior Manager, AI and Data Scientist

Otsuka America Pharmaceutical Inc. • Princeton, NJ • 2h ago

Management & Administrative

Job Summary The Senior Manager Artificial Intelligence and Data Scientist will focus on building robust scalable AI solutions and applications across R&D and corporate functions. This role will be accountable for arc...

2h ago

Go to Apply

Associate Director, AI and Data Scientist

Otsuka America Pharmaceutical Inc. • Princeton, NJ • 2h ago

IT & Engineering

Job Summary The Associate Director, AI and Data Scientist is a hands-on experienced technical leader who specializes in applying AI and data science in the @context of Pharma R&D operational processes towards AI tran...

2h ago

Go to Apply

Principal Data Scientist

J&J Family of Companies • Titusville, NJ • 2h ago

IT & Engineering

At Johnson & Johnson,?we believe health is everything. Our strength in healthcare innovation empowers us to build a?world where complex diseases are prevented, treated, and cured,?where treatments are smarter and les...

2h ago

Go to Apply

Operations Manager

CVS Health • Yardley, PA • 2h ago

Management & Administrative

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate...

2h ago

Go to Apply

Sales Specialist

Petco Animal Supplies Stores, Inc • Hightstown, NJ • 3h ago

Sales & Marketing

Want to help pets live their best lives?We're proud to be where the pets go and where the pet people go. If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurtu...

3h ago

Go to Apply

Sales Associate

Petco Animal Supplies Stores, Inc • Hightstown, NJ • 3h ago

Sales & Marketing

3h ago

Go to Apply

ADA Accommodation Specialist

Sedgwick • Trenton, NJ • 6h ago

By joining Sedgwick, you'll be part of something truly meaningful. It's what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experi...

6h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.