Position Summary

Service Excellence Contact Center Technology Architect

Customer & Marketing is creating a new model for a new age-we’re an agency and a consultancy. Understanding the digital space and preparing for what’s 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. That’s the power of driving disruption. That’s Deloitte Digital.

Work you’ll 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.
• Certification in contact center technology and or network management
• A minimum of six year’s hands-on experience deploying contact center technology solutions as part of a consulting organization, service-provider organization, software vendor’s professional services team, or vendor’s product development team
• Contact Center capacity planning experience
• Ability to travel up to 50% (While up to 50% 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

• MBA, or MS in tech-related field
• 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