Contact Center Specialist Senior

Position Summary

Contact Center Strategy Specialist Senior

Customer 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.

Recruiting for this role ends on July 3, 2024.

The work you'll do

Our 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.

Responsibilities include, but are not limited to:

• Help companies maximize the return for their digital sales enablement and sales operations infrastructure investment

• Work with Sales Leadership on devising sales strategies aimed at improving sales productivity focused on sales process standardization, digital tool adoption, sales reporting (pipeline, performance)

• Provide best-in-class services for planning, designing, deploying, and supporting digital sales technology tools

• Offer end-to-end solutions including process analysis and design, requirements planning, business case development, analytics support and administration support

• Act in a mentoring capacity to support the career development of other colleagues

• Responsible for business development efforts, including Statements of Work (SOW), proposal development, client presentations, etc.

• Contribute to the internal development of our practice through participation in areas such as business development, training, methodology and toolkit development, and recruiting

Qualifications

Required

• Five+ years of consulting and/or industry experience

• Strong subject matter expertise in Customer and Contact Center operations

• Experience with full lifecycle design and implementation of contact center client projects

• Experience in technical project management and solution design

• Experience doing complex migration and deployment strategy planning

• Experience in customer technologies such as Multi- and Omni-Channel

• Strong expertise in creating robust business cases

• Experience with Contact Center technology (ACD, PBX, WFM, CTI, QA, IVR, and KM) with a preference for deep knowledge in at least one

• Experience with Top CCaaS Products: Genesys Cloud Cx, Genesys Multi-Cloud, Amazon Connect (AWS), Five9

• Bachelor's Degree

• Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve

• Limited sponsorship may be available

Preferred

• Experience leading Contact Center Outsourcing selection and ramp up

• Experience conducting performance analysis utilizing system and human generated data

• Experience in Customer Engagement and/or Customer Experience

• Ability to work independently and manage multiple task assignments

• Experience contributing to pre-sales and other sales activities

• Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint)

• Strong problem solving and troubleshooting skills with the ability to exercise mature judgment

• Advanced degree

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $119,000 to $243,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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Requisition code: 188049

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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.

Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Our purpose

Deloitte's purpose is to make an impact that matters for our clients, our people, and in our communities. We are creating trust and confidence in a more equitable society. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. We are focusing our collective efforts to advance sustainability, equity, and trust that come to life through our core commitments. Learn more about Deloitte's purpose, commitments, and impact.

Professional development

From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

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.

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: 188049