Job Information
Deloitte Contact Center Technical Architect - Specialist Senior in Arlington, Virginia
Sales & Service Excellence - Contact Center Strategy Technical Architect Specialist Senior
Are you passionate about helping clients solve complex challenges and supporting them through critical transformations? As a member of our Sales & Service Excellence practice, you will design and implement sales and service experiences, capabilities, and architecture required to bring customer strategies to life.
Would you like to work for an organization committed to your professional development and personal success? Deloitte offers an award-winning culture that supports our employees' development of their personal brand through learning opportunities, professional experiences, inclusion, collaboration, and personal well-being.
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
The Team
Digital Customer
Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. 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. We help make the creative digital consultancy real and in doing so, make new markets.
Professionals will serve our clients through the following types of work:
Customer Operations | modernize, deploy, and operate office capabilities and business processes across sales operations, quote-to-cash, and revenue management team
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
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
Deep understanding of Contact Center technology (ACD, PBX, WFM, CTI, QA, IVR, and KM) with a preference for deep knowledge in at least one
Experience installing and configurating 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
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.