Jobfoundry
Jobfoundry
Deloitte

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

Deloitte
ConsultingSingapore, Singapore, SGOnsitePosted 2 weeks ago
Apply Now

About the role

AI summarised

Lead Deloitte Digital Southeast Asia's Service Transformation practice, focusing on reimagining contact centers through AI, automation, and integrated customer platforms. This senior role requires a blend of strategic thinking, go-to-market leadership, and hands-on experience in large-scale contact center modernization programs across various client sectors.

ConsultingOnsiteCustomer

Key Responsibilities

  • Define and lead the Service Transformation offering across SEA markets.
  • Develop go-to-market strategies, propositions, and thought leadership in AI-powered contact centers and omnichannel service transformation.
  • Drive business development, proposals, and C-level client engagements to contribute to pipeline growth.
  • Advise clients on contact centre transformation roadmaps, operating models, and technology strategy.
  • Design future-state service experiences across voice, chat, messaging, and digital channels.
  • Lead end-to-end transformation programs from strategy through execution, overseeing implementations of contact centre platforms and AI solutions.
  • Ensure successful integration of new technologies with existing client ecosystems (CRM, CDP, martech, analytics).
  • Build and mentor a high-performing team across consulting and delivery functions.

Requirements

  • 10-15+ years of experience in contact centre / customer service transformation.
  • Proven track record successfully operating within Southeast Asia markets.
  • Strong combination of strategy/advisory experience (operating models, CX design, transformation roadmaps) and hands-on delivery.
  • Experience leading large-scale transformation programs across multiple markets.
  • Deep understanding of contact centre operations, KPIs, and omnichannel service design.
  • Proficiency in workforce management and service optimization strategies.
  • Experience with modern platforms including CCaaS solutions (e.g., Genesys, NICE, Amazon Connect) and CRM platforms (e.g., Salesforce, Adobe, Microsoft Dynamics).