Contact Centre Transformation Senior Manager

Part Business. Part Creative. Part Technology. One hundred per cent digital! Deloitte Digital is committed to helping clients unlock the business value of emerging technologies.

Through 22 studios spread across the globe, we provide clients with a full suite of digital services, covering digital strategy, user experience, content, creative, engineering and implementation across mobile, web and social media channels.

About our team

Our Contact Centre Transformation market offering enables clients to solve real business problems by helping them envision their future, formulate strategy and implement modern customer service solutions to deliver real business benefit.

From strategy through to implementation, we help our clients solve complex business issues by combining process and industry knowledge with deep expertise in enabling technologies, AI, and cloud-based software platforms.

We are one of the largest digital practices in Australia and a global strategic partner of many of the leading AI, contact centre, and customer service technologies, comprised of a team of highly engaged and motivated professionals. Be part of a team who are passionate in delivering game-changing solutions to our clients in the face of Digital Disruption.

The combination of our strategy expertise, platform implementation capabilities, experience design culture and global alliance with vendors enables us to provide innovative solutions that help transform businesses.

Working on innovative, challenging, and complex projects, this role will see you specialise in the strategy, sale, and implementation of AI-powered omnichannel customer service technologies and initiatives.

You will sell solutions to our clients most challenging problems, and lead engagements and teams as you work with client stakeholders, the offering leadership, and experts from across the firm to advise clients and deliver innovative solutions to our clients important issues.

About the role 

• You will have a passion for expanding your knowledge of AI, strategy, design, and technology implementation, coupled with exposure to conversing with our business-side clients on the opportunities, impacts and implications of modern customer service which will set you up for success.

• You will be a connector, collaborator and communicator with a strong bias towards user empathy and understanding problems before identifying solutions.

• You will be a leader in the Contact Centre Transformation practice, managing engagements, clients, and the teams that work on them, setting an example for the team to follow, guiding them and helping them grow.

• You will help drive the culture and shape of the offering, providing inputs to ensure that we are building the right alliances and relationships in the industry, and helping develop the services and capabilities needed to deliver leading solutions to our clients.

• You will be working as an overlay across prospects and customers, provide your experience and guidance to challenging problems, and contribute your business development skills to respond to client requests, prepare proposals, be a part of client pitches, and own stakeholder relationships.

• You will be a trusted AI and service Subject Matter Expert for our clients, and use your strategic skills to help them understand their current state capabilities, determine future state requirements, and help them plan and implement the processes and technologies to bring this vision to life.

Why Deloitte?  

At Deloitte, we focus our energy on interesting and impactful work. We’re always learning, innovating and setting the standard; making a positive difference to our clients and our society. We put coaching at the heart of what we do, helping our people grow their careers in any direction – whether it be up, moving into something new, or even moving across the world.  

We embrace diversity, equity and inclusion. We have a diverse collection of people from different backgrounds, with different experiences, gender identities, abilities and thinking styles. What binds us together is a shared commitment to value everyone’s perspective and to cultivate inclusion; so that our work environment is a safe space we can all belong. 

We prioritise flexibility and choice. At Deloitte, you get trust on Day 1. We know our people get their best work done when they’re in control of where and how they work, designing their work week around their client, team and personal commitments.

We help you live and work well. To support your personal and professional life, we offer a range of perks and benefits, including retail discounts, wellbeing leave, paid volunteering days, twelve flexible working options, market-leading parental leave and return to work support package. 

Next Steps

Sound like the sort of role for you? Apply now, we’d love to hear from you!