Contact Center Operations Generalist (Specialist Senior)

Deloitte • Houston, TX • 5h 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 Senior), you will contribute to contact center operations transformation and optimization initiatives for our clients. Leveraging contact center operations experience and familiarity with leading CCaaS platforms (e.g., Five9, Amazon Connect, Genesys, NICE), you will help design, implement, and improve modern service capabilities across voice and digital channels. You will also support clients in adopting AI-enabled service operations (e.g., agent assist, summarization, knowledge search, intelligent routing, quality automation) to drive measurable performance outcomes and effective 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:

6+ years of experience in contact center operations, customer service operations, and/or contact center transformation (consulting and/or industry)

Experience translating business requirements into CCaaS capabilities (e.g., IVR/ACD, routing, WEM/QM, analytics, knowledge, CRM/CSM integration) and supporting CCaaS assessments, evaluations, and implementation activities across leading platforms (e.g., Five9, Amazon Connect, Genesys, NICE)

Experience working with Workforce Management and Quality teams to support improvements in forecasting, scheduling, adherence/occupancy, calibration, and coaching processes

Experience supporting AI-enabled service operations capabilities (e.g., agent assist, summarization, knowledge search, intelligent routing, quality automation), including adoption, performance measurement, and operational controls (e.g., 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 $113,100 to $208,300.

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

Accounts Receivable Specialist

Cotton Holdings • Houston, TX • 52min ago

Finance, Accounting & Banking

Accounts Receivable Specialist Department: Accounting/Finance Employment Type: Part Time Location: Houston, TX Reporting To: leslie klodzinski Compensation: $22.00 - $25.00 / hour Description Cotton Holdings, Inc., is a...

52min ago

Go to Apply

Administrative Assistant

Robert Half • Spring, TX • 1h ago

Management & Administrative

Description We are looking for a skilled Administrative Assistant to join our team in Spring, Texas. This position is ideal for someone who thrives in a small office environment, is detail-oriented, and enjoys taking ini...

1h ago

Go to Apply

Truck Driver CDL A Regional

Ryder System • Houston, TX • 1h ago

Trucking & Construction

Position Description Ryder is hiring a Class A CDL Truck Driver in in Houston, TX - offering weekly pay, excellent benefits, and a driving career you can feel good about. See and Hear from a Ryder Employee who Drives for...

1h ago

Go to Apply

Municipal Market Regional Sales

Ruhrpumpen, Inc. • Houston, TX • 4h ago

Sales & Marketing

Job Summary The Municipal Market Strategic Account Manager is responsible for driving Ruhrpumpen (RP) sales growth within the municipal (public money) infrastructure market by partnering with major engineering entities....

4h ago

Go to Apply

DC Operations Manager

LSI Staffing • Baytown, TX • 4h ago

Management & Administrative

Direct Hire Operations Manager needed in Mt Belvieu The Operations Manager will report directly to the Distribution Center, General manager, and is responsible for planning, organizing, directing and managing the daily a...

4h ago

Go to Apply

NetSuite Technical Consultant

Deloitte • Houston, TX • 5h ago

Management & Administrative

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced NetSuite Technical Consultant, you will have the ability to share new ideas and collaborate on...

5h ago

Go to Apply

Senior Data Architect

Chevron Corporation • Houston, TX • 5h ago

IT & Engineering

Chevron is accepting online applications for the position Sr Data Architect through April 20, 2026 at 11:59 p.m. (Central Time). Overview: Data architects lead the design and implementation of data collection, storage, t...

5h ago

Go to Apply

AI Engineering Intern - Summer

Cornerstone onDemand • Houston, TX • 5h ago

IT & Engineering

Cornerstone OnDemand is looking for a motivated AI Engineering Intern who is currently pursuing a degree and interested in building real-world experience with AI technologies. In this role, you will support the design an...

5h ago

Go to Apply

Outside Sales

Consolidated Electrical Distributors • Pasadena, TX • 6h ago

Sales & Marketing

Summary Job title: Outside Sales Job ID: null Department: Pasadena - IND Location: null-null Description Summary: The Outside Salesperson represents CED to potential new and existing customers. The focus for this positio...

6h ago

Go to Apply

Sales Advisor - Sony

Acosta Group • Houston, TX • 6h ago

Sales & Marketing

Sales Advisor - Sony Employment TypeFull Time LocationTX - HOUSTON Join our winning sales team to experience Sony, where today's innovation is transforming tomorrow's entertainment! ActionLink is seeking an outgoing and...

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.