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Deloitte

T&T Director - Deloitte Digital (Service/Contact Centre Transformation) - SG

Deloitte
BusinessSingapore, Singapore, SGFull-time2 weeks ago
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About the role

AI summarised

This is a Director-level role at Deloitte Digital Southeast Asia, leading the Service Transformation practice focused on reimagining contact centres through AI, automation, and integrated customer platforms. The role involves go-to-market leadership, client advisory, delivery implementation, and capability building across the region.

BusinessFull-timeCustomer

Key Responsibilities

  • Define and lead the Service Transformation offering across SEA
  • Develop go-to-market strategies, propositions, and thought leadership in AI-powered contact centres and omnichannel customer service transformation
  • Partner with regional and global teams to drive pipeline and client growth
  • Contribute to business development, proposals, and C-level client engagements
  • Advise clients on contact centre transformation roadmaps, operating models, and technology strategy
  • Design future-state service experiences across voice, chat, messaging, and digital channels
  • Identify opportunities to embed AI across the service lifecycle (self-service, assisted service, workforce optimization)
  • Align service transformation with broader customer experience and digital transformation agendas
  • Lead end-to-end transformation programs—from strategy through to execution
  • Oversee implementation of contact centre platforms (CCaaS, CRM, workflow tools) and AI solutions (chatbots, voicebots, agent assist, knowledge automation)
  • Ensure successful integration with existing ecosystems (CRM, CDP, martech, analytics)
  • Drive program governance, stakeholder management, and delivery excellence

Requirements

  • 10–15+ years of experience in contact centre / customer service transformation
  • Proven track record in Southeast Asia markets
  • Strong mix of strategy & advisory (operating models, CX design, transformation roadmaps) and hands-on delivery (implementation of contact centre technologies)
  • Experience leading large-scale transformation programs across multiple markets
  • Deep understanding of contact centre operations and KPIs, omnichannel service design, workforce management and service optimization
  • Experience with modern platforms such as CCaaS solutions (e.g., Genesys, NICE, Amazon Connect) and CRM platforms (e.g., Salesforce, Adobe, Microsoft Dynamics)
  • Strong exposure to AI in service environments, including conversational AI (chatbots/voicebots), agent assist and automation, knowledge management and intelligent routing
  • Experience in go-to-market, sales, or practice building
  • Strong executive presence and stakeholder management skills
  • Ability to translate business problems into scalable technology solutions
  • Entrepreneurial mindset with a passion for building new capabilities