Manager/Senior Consultant, Contact Centre Technology Transformation, Business Operations, Consulting

Job Description

Your opportunityDo you want to transform customer experience at some of the biggest companies in the worldAs a world leader in business and technology transformation, we help our client deliver the real transformation that underpins outstanding customer service. At Deloitte you will help design and implement next generation contact centre services for our clientthat will make a real impact. If you are excited by the challenge of delivering some of the most complex and challenging customer experience transformation programmes, then read on.The future is full of possibility, agility and Cloud. Do you want to shape the future of cloud experiences So do we. Deloitte Cloud Transformation imagines, delivers and runs innovative Cloud solutions for the UKs most prominent companies using a combinationof open source software, cloud-native technologies, thought leadership and a focus on business value. We pride ourselves on the quality of our staff and offer unique opportunities to learn, grow and lead in exciting new areas such as infrastructure-as-code,DevOps, containers, platform-as-a-service, CI/CD and micro-services.Business OperationsWant to work with the latest technologies, as part of a team helping international organisations transform their core business capabilities Whether youre working with on-premise systems, Cloud technology, or custom-developed solutions (to name just a few),your expertise will help clients deliver continuous improvement and innovation, from initial design right through to implementation and optimization.Your roleYou will have a pivotal role in implementing transformational contact centre technologies and customer experience. Driving modernization of the operations and customer experience leveraging cloud-based contact centre technologies such as Amazon Connect services.Depending on your experience and technical skills, your responsibilities will include a good range of the following:

• Assist in positioning potential contact centre technology options to meet the client requirements and articulating the underlying benefits case
• Advising on competing solutions and product choices aligned to the key business requirements.
• Maintaining domain knowledge and expertise in contact centre best practices leveraging cloud-based solutions and methodologies.
• Build relationship with clients technical leaders and demonstrate deep understanding of customer service methodologies and best practices for a service organisation focusing on contact centre key metrics
• Lead discussions with business and technical audiences on customer experience journeys and transformation of their front office processes.
• Architecting and building large-scale contact centre solutions, which integrate smoothly in cloud and hybrid operating models.
• Deliver working prototype solutions or PoCs that make the best use of cloud contact centre solutions such as Amazon Connect - using near/offshore teams as appropriate.
• Support continued growth of our business through contributing to development of our propositions and marketing, training, client proposals and recruitment activities

Your work, your choiceAt Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiterabout the working pattern that works best for you.Location: Your home office will be London or one of our regional offices, but this client-facing role provides lots of opportunity for travel in the UK and overseas.Work pattern: This is a permanent contract opportunity.Your professional experienceYour background will include experience in a good range of the following areas:

• Experience in contact centre transformations including infrastructure planning and operations, design and deployment, as well as system life cycle management
• Ability to demonstrate how cloud contact centre technologies can be leveraged to drive enhancements in business process and performance, support broader digital transformation and underpin improvements in customer experience
• Experience in integrating cloud contact centre products with the broader enterprise infrastructure and communication technologies
• Proven knowledge of Contact Centre technologies including Interactive Voice Response (IVR) and AI Bots, Voice Biometrics, Natural Language Processing, Telephony Integration CTI, Automatic Call Distribution (ACD), Call Recording, etc.
• Experience designing and building integrations across WFM, CRM, Unified Communications, and voice services.
• Experience with Amazon Connect and the breadth of functionality offered, including how that compares with other leading cloud contact centre technologies
• Experience with AWS technologies such as AWS Lambda, Amazon Lex, DynamoDB, S3, Sagemaker etc and how they may be leverage alongside Amazon Connect to enhance contact centre performance
• Has worked in a role with direct and regular contact with business and/or IT stakeholders, exhibiting effective written and verbal communications as well as the ability to inform and influence decisions in relation to your work with contact centre technology
• An awareness and appreciation of how scripting languages such as python and Node.js are used in the development, integration and enhancement of Connect and other cloud solutions. Any active scripting and development skills are considered beneficial.

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