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Deloitte Contact Center Technology & Infrastructure SME in Arlington, Virginia

Specialist Master, ContactCenter Technology & Infrastructure SME

Position Summary

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


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

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Category: Management Consulting

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see 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.