Join EY and build a career that's as unique as you are. As a Senior Manager in Customer Service Transformation and AI, you will lead critical programs that reshape customer contact centers through cloud-native platforms and artificial intelligence. This role offers the opportunity to drive significant client impact, working with C-suite executives and leveraging cutting-edge technologies. You'll be instrumental in shaping the future of customer service within EY's Global Delivery Services network, contributing to a better working world.

EY's Global Delivery Services is a vast international network of service delivery centers, crucial to EY's growth strategy. With over 80,000 professionals across ten global locations, GDS provides comprehensive support across Consulting, Assurance, Tax, and more. Our innovation specialists collaborate across various EY teams, fostering rapid prototyping and driving innovative thinking through analytics, digital solutions, and advanced technologies.

Lead end-to-end transformation programs focused on Contact Center as a Service (CCaaS) and Customer Service AI. Align strategies with client visions and business objectives, enhancing contact center capabilities with cloud platforms like Amazon Connect, Genesys, NICE, and Five9. Drive adoption of conversational AI, CX insights, and operating model redesign. You will serve as both a growth driver and a delivery anchor, engaging with C-suite stakeholders, platform partners, and internal teams to achieve measurable results.

Key responsibilities include advising C-suite on AI and digital channel strategies, defining target operating models and transformation roadmaps, identifying value levers for cost reduction and experience improvement, and leading proposal development. You will also drive full lifecycle delivery for global programs, implementing Agile methodologies with on-shore/off-shore teams and maintaining robust governance. Guiding clients on CCaaS platform selection, architecture, and implementation, and bridging business and technology teams to ensure scalable, outcome-driven solutions are essential.

We seek a seasoned professional with 8-12+ years of experience in customer service and contact center transformation or consulting, including at least 5 years specifically in CCaaS or cloud contact center delivery. A proven track record of leading large-scale CCaaS transformations, from discovery through managed operations, is essential. Experience in proposal writing, delivering executive presentations, and business development within service operations or contact center technology is highly valued.

Ideal candidates possess hands-on knowledge of CCaaS platforms such as Amazon Connect, Genesys Cloud CX, NICE CXone, and Five9, along with experience integrating these with CRM systems like Salesforce Service Cloud and Microsoft Dynamics 365. Expertise in conversational AI (bots, IVA, NLP), platform migration, and data compliance (PCI/PII, GDPR) tied to CCaaS and compliance platforms is crucial. The ability to demonstrate measurable improvements in key customer service KPIs, such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT/NPS), is expected. Experience coordinating on-shore/off-shore delivery teams and strong stakeholder management skills are also vital for success in this role.