Associate Director – Customer Experience & Contact Center Transformation

Job Description

Summary

Deloitte India is hiring an Associate Director – Customer Experience and Contact Center Transformation to lead high-impact, large-scale programs focused on omnichannel contact center automation, customer experience strategy, and channel transformation. This role is perfect for seasoned professionals with 8–12 years of experience in contact center solutions, channel optimization, and program governance.

Based in Bengaluru Eco Space (with a PAN India hybrid model), this role offers the opportunity to work with top-tier clients and drive business value by deploying cutting-edge contact center platforms like Genesys, Amazon Connect, NICE, and more. If you’re an expert in customer experience transformation and program delivery, apply now to join one of the leading consulting firms in the world.

Job Details at a Glance

Key Responsibilities

📈 Program Leadership & Delivery

• Lead large, complex programs in contact center automation and channel transformation.
• Manage program lifecycle including scope, timelines, benefits realization, and financials.
• Align customer experience outcomes with strategic business goals.

🔎 Program Governance & Compliance

• Establish governance models—steering committees, risk frameworks, stakeholder boards.
• Oversee compliance with organizational and regulatory guidelines.
• Drive benefits tracking, risk management, and transparent reporting.

🤝 Stakeholder Management

• Collaborate with senior leadership, tech partners, vendors, and cross-functional teams.
• Act as the escalation point for program-level challenges and deliver updates to stakeholders.

💡 Technical & Domain Expertise

• Spearhead implementation of omnichannel platforms (voice, chat, email, social, self-service).
• Stay abreast of trends in Conversational AI, IVR, automation, and CX innovation.

👥 Team Building & Mentoring

• Mentor project managers and team members across program workstreams.
• Foster a high-performance, collaborative, and quality-driven team culture.

Required Skills & Competencies

• Deep domain knowledge in Contact Center Transformation and Channel Optimization.
• Hands-on experience with platforms: Genesys, NICE, Avaya, Amazon Connect, etc.
• Strong in program governance, benefits quantification, and financial reporting.
• Excellent stakeholder engagement and leadership presence.
• Familiarity with Agile, Hybrid, and Waterfall delivery methodologies.
• Analytical thinker with structured problem-solving capabilities.
• Proven ability to build and manage high-performing, cross-functional teams.

Qualifications

• Bachelor’s degree in Engineering, Technology, or Business; MBA is a plus.
• Certifications in PMP, Agile Program Management, MSP, or PRINCE2 highly preferred.
• 8–12 years of relevant experience, with 4+ years in large-scale CX or contact center program delivery.

Location & Work Model

• 📍 Base Location: Bengaluru Eco Space
• 🌐 Work Mode: Hybrid / PAN India Opportunities
• 🕐 Schedule: Full-Time | Flex Hours Based on Project Needs

Why Join Deloitte’s Customer Experience Team?

At Deloitte, we’re transforming the future of customer experience. Be part of a dynamic, innovative, and globally recognized CX transformation team delivering real impact to Fortune 500 companies. Our environment values leadership, inclusivity, and continuous learning, empowering you to lead, innovate, and grow.

Apply Now

🚀 Ready to lead next-gen customer experience transformation?

👉 Click here to apply on Deloitte Careers
Join Deloitte and help shape the future of customer experience excellence.