Job Description

Service Excellence Contact Center Technology Architect

Customer & Marketing is creating a new model for a new age-were an agency and a consultancy. Understanding the digital space and preparing for whats next is at our core. We help clients reimagine how profits are made, how relationships are created and led; we reshape the landscape of work and rewire the high-reaching fabric of entire industries. Thats the power of driving disruption. Thats Deloitte Digital.

Work youll do

The Service Excellence Technology Architect deliver full life-cycle services related to contact center technologies and vendors. Services may range from pre-sales solution engineering, discovery/requirements, design, and implementation. Bring to market AI-powered consulting services that address use cases across predictive engagement, self service, orchestration and employee optimization.

The team

Digital Customer offering focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. The ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the creative digital consultancy real and in doing so, make new markets

Professionals will serve our clients through these types of work:

* Emerging- enables different capabilities throughout Lead to Fulfillment life cycle, we are closely aligned in assisting clients in providing a high-quality customer experience and executing efficient processes.
* Sales Excellence & Service Excellence - Integrate the latest technologies with leading-edge strategies, insights, experiences, and talent to enable outstanding customer service
* Salesforce - Deloitte unleashes the powerful Salesforce platform for our clients to drive the best possible outcomes and redefine engagement. We innovate like never before by creatively using technology to help enhance digital customer and employee experiences for our clients.

Qualifications

Required

* Four-year Undergraduate degree. Preferred: MBA, or MS in tech-related field
* Certifications in contact center technology and network management preferred
* A minimum of six years hands-on experience deploying contact center technology solutions as part of a consulting organization, service- provider organization, software vendors professional services team, or vendors product development team
* Contact Center capacity planning
* Ability to travel up to 80% (While 80% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)
* Limited Sponsorship may be available

Preferred

* Technical project management and solution design
* Experience in developing and maintaining positive and productive relationships with clients
* Ability to multitask and work well in a fast-paced environment
* Experience as a leader and demonstrated success in maintaining high performing teams in customer operations and technology space
* Strong problem-solving skills in a complex telephony environment as well as the ability to instituting quality and continuous management principles into practice
* Strong vendor management and partner relationship skills with prior experience in ensuring the contract compliance and service delivery
* Ability to establish goals and objectives and recommend solutions to complex telecommunication and customer service problems by utilizing key metrics and identifying trend
* Ability to continually improve service while adapting to changing business needs
* Ability to explain technical concepts and technologies to business leaders, and business concepts to the contact center technology teams
* Experience presenting to clients or other decision makers to present and sell ideas to various audiences (technical and non-technical)
* Strong vendor management and partner relationship skills with prior experience in ensuring the contract compliance and service delivery
* Contact center as a Service (CCaaS)
* Conversational AI & IVR
* CTI (Computer Telephony Integration)
* IVA (Interactive Voice Assistant- AI-enabled IVR) & IVR (Interactive Voice Recognition)
* Speech Analytics
* Enterprise Voice communications using SIP, VoIP, WebRTC
* Omni-channel interaction delivery and routing
* Contact Center capacity planning

How youll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe theres always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloittes culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloittes impact on the world.

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area youre applying to. Check out recruiting tips from Deloitte professionals.

kwdeldigallddusa

As used in this posting, Deloitte means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Requisition code: E21NATCCONTH006-CM



* * * * * *