Contact Centre Leader

Job Requisition ID: 38959 

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 

We are seeking a seasoned Contact Centre SME to join our growing Deloitte Digital practice in Australia. This is a senior-level role suited for a professional with deep domain expertise in contact centre transformation, strong relationships in the Australian market, and a passion for helping clients reimagine customer and agent experiences.

As a Contact Centre SME, you will play a critical role in shaping and growing Deloitte Digital's contact centre advisory offering. You will collaborate with Partners, Sales, Service, and Marketing leaders, advise our clients and delivery teams, and actively contribute to business development efforts across industries such as public sector, financial services, utilities, education, and healthcare.

Key Responsibilities:

• Serve as a trusted advisor to clients on contact centre and customer service strategies, operating models, and technologies
• Guide clients through contact centre transformations that elevate the customer and agent experience — from cloud migration and workforce design to right-channel strategy, automation, and AI enablement
• Provide subject matter leadership and assurance on in-flight programs ensuring that solutions are customer-centric, scalable, and aligned to business outcomes.
• Mentor and support Deloitte Digital teams with hands-on insight, training, and delivery oversight.
• Leverage your strong network of C-suite and operations leaders across Australia to drive pipeline growth.
• Shape and lead pursuits, RFPs, and proposals translating client needs into compelling value propositions.
• Collaborate with our Sales, Service, and Marketing leaders to co-develop thought leadership, offerings, and go-to-market assets.
• Represent Deloitte Digital at industry forums, events, and client roundtables. 

Enough about us, let's talk about you.

• 10+ years of experience in contact centre operations, strategy, and/or technology preferably in a consulting or advisory capacity.
• Deep understanding of the contact centre ecosystem including platforms, vendor landscape, KPIs, and regulatory considerations.
• Proven ability to influence and build relationships at senior levels, including CCOs, CIOs, and COOs.
• Strong communication, facilitation, and storytelling skills able to clearly articulate complex topics to business and technical audiences.
• Experience working with or within large-scale system integrators, consulting firms, or BPOs.
• Demonstrated experience in shaping and leading business development and pre-sales efforts.
• Passionate about the future of customer experience, AI, and human-centred service design.

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

By applying for this job, you'll be assessed against the Deloitte Talent Standards. We've designed these standards so that you can grow in your career, and we can provide our clients with a consistent and exceptional Deloitte employee experience globally. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.