Deloitte Contact Center Technology & Infrastructure SME in Arlington, Virginia
Specialist Master, ContactCenter Technology & Infrastructure SME
This newly created position will provide technology expertise for our CustomerOperations consulting practice. This leader will be a direct member of the customeroperations organization supporting clients in the federal government helpingthem to develop contact center strategy, planning and service delivery models andthen implementing them leveraging best practice technology enablement.
The incumbent will have relationship managementresponsibility with the Business the leading Principal and consulting team.
The candidate will have responsibility for managing Deloitte consulting teams andcontractors on a direct & indirect basis as well as providing subjectmatter expertise to various consulting project teams as needed. The candidate willalso be accountable for participating in RFP responses as well as developing EminenceThought Leadership in pursuit of new projects and clients. The candidate will help bring excellence andconsistency to our contact center technology practices as the go to expertfor Telephony, CRM, Knowledge Management, and their integration into contactcenter operations for the expressed purpose of making customer lives easier.
Dynamics of the Role
This position will require a SME that can span the many disciplines of contactcenter technology strategy, design and implementation. The daily dynamics willrange from high-level executive meetings to detailed project reviews. Deloitte isa hands on culture where everyone participates and has an ability to get intodetails when appropriate. We are also a matrix organization where this positionwill need to align various resource groups to deliver and provide high qualityservice.
The SME should bring a wealth of technical systems and contact centerexperience. They should be able to integrate well within the consulting teamhelping set direction and manage day-to-day execution. In addition, thetechnical environment and our practices require investment. One key challengewill be to evaluate the current environment, identify key improvement plans andexecute them.
What You Will Bring
Significant background and experience in contact center technologies having supported large or multi-site contact center operations including direct experience with: telephony, ACD, IVR, CTI, digital recording, WFM, multi-site and omni-channel operations including web portal and mobile app development.
Ability to manage concurrent projects delivering business outcomes on-time & within-budget. Key skills include: project planning, risk management, outcome focused execution, budget management, etc.
Results-oriented; passionate about achieving strategic goals in established timeframes
Strong financial & budget management skills
Strong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executives
Significant custom software development acumen leveraging a variety of technologies and delivery methodologies
Ability to participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solutions
Ability to source, retain and grow talent
Proven capability in building and leading high-functioning teams
Ability to foster collaborative relationships in cross-functional teams and work in matrix environment
Ability to earn the confidence of others through open communication and respectful behavior
Leveraging of data and metrics to help drive decision making
Agile style. Ability to determine when and how to modify and re-set plans based on newly gained information; ability to iterate through options and set a revised course
Able to identify, foster and drive innovation
Able to leverage talent through multiple sourcing options
Ability to work independently with minimal supervision
Undergraduate degree in Computer Science, (software) Engineering, or relevant discipline or experience required
10-15 years contact center technology and operations experience required
6 years in a technology leadership role.
PMP or Six-Sigma certification preferred
Ability to travel up to 75% or more if needed
Howyou ll grow
AtDeloitte, our professional development plan focuses on helping people at everylevel of their career to identify and use their strengths to do their best workevery day. From entry-level employees to senior leaders, we believe there salways room to learn. We offer opportunities to help sharpen skills in additionto hands-on experience in the global, fast-changing business world. Fromon-the-job learning experiences to formal development programs at DeloitteUniversity, our professionals have a variety of opportunities to continue togrow throughout their career. ExploreDeloitte University, The Leadership Center. at https://zoomforth.com/s/deloitte/du#home
AtDeloitte, we know that great people make a great organization. We value ourpeople and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you. at http://www2.deloitte.com/us/en/pages/careers/articles/life-at-deloitte-benefits-and-rewards.html
Deloitte s culture
Ourpositive and supportive culture encourages our people to do their best workevery day. We celebrate individuals by recognizing their uniqueness andoffering them the flexibility to make daily choices that can help them tobe healthy, centered, confident, and aware. We offer well-being programs andare continuously looking for new ways to maintain a culture where our peopleexcel and lead healthy, happy lives. Learn more about Life at Deloitte.
Deloitteis led by a purpose: to make an impact that matters. This purpose defines whowe are and extends to relationships with our clients, our people and ourcommunities. We believe that business has the power to inspire andtransform. We focus on education, giving, skill-based volunteerism, andleadership to help drive positive social impact in our communities. Learn more about Deloitte s impact on the world. at http://www2.deloitte.com/us/en/pages/about-deloitte/articles/deloitte-corporate-citizenship.html
We want job seekers exploring opportunities at Deloitte to feelprepared and confident. To help you with your interview, we suggest that you doyour research: know some background about the organization and the businessarea you re applying to. Check out recruiting tips from Deloitte professionals. at http://www2.deloitte.com/us/en/pages/careers/topics/recruiting-tips.html
Category: Management Consulting
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