Deloitte Technical Solutions Architect in Arlington, Virginia
This Solutions Architect will be a direct member of the Customer Strategy and Applied Design organization supporting clients in the federal government helping them to develop contact center strategy, planning and service delivery models and then implementing them leveraging best practice technology enablement.
The ideal candidate will have responsibility for managing Deloitte small consulting teams on a direct & indirect basis as well as providing subject matter expertise to various consulting project teams as needed. The candidate will also be accountable for participating in RFP responses as well as developing Eminence Thought Leadership in pursuit of new projects and clients. In summary this Specialist will help bring excellence and consistency to our contact center technology practices as the go to expert for Telephony, CRM, Knowledge Management, and their integration into contact center operations for the expressed purpose of making customer lives easier.
Work you ll do
Utilize 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
Manage concurrent projects delivering business outcomes on-time & within-budget. Key skills include: project planning, risk management, outcome focused execution, budget management, etc.
Manage project financials & budget
Provide significant custom software development acumen leveraging a variety of technologies and delivery methodologies
Participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solutions
Build, lead and manage high-functioning teams
Foster collaborative relationships in cross-functional teams and work in matrix environment
Leverage data and metrics to help drive decision making
Utilize Agile methodology 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
Our Customer Strategy & Applied Design team focuses on helping clients discover, design, and prototype customer growth strategies and innovation portfolios to create and drive change in a digital world. We bring knowledge and offerings to uncover the behaviors, motivations and preferences of our clients customers and develop new experiences for them. Our team of professionals has deep capabilities in strategy, customer experience, digital strategy and innovation.
We deliver set of customer focused work:
Customer Strategy | Help clients build capabilities to better understand customer value drivers and make choices about the markets and segments they serve through digital, social, and mobile channels; optimize pricing decisions and shape the most strategic issues on the CMO agenda
Customer Experience | Help clients improve the quality, nature and power of interactions between the customer and the organization across the lifecycle of sales, marketing and service at each and every touch point.
Applied Innovation | Help clients rapidly design, prototype and launch new businesses and experiences, translating insights on human behavior from design-led methods into offerings and technologies that delight customers and drive growth
Digital Strategy | Help clients understand, envision and articulate digital as a business strategy aligned with their CEO s agenda and then craft a plan to embed everything they do with the latest technology solutions and business models to compete in the marketplace for customers and talent
Bachelor s degree in Computer Science, Software Engineering, or relevant discipline or experience required
Eligible to obtain and/or maintain a DoD security clearance
8-10 years contact center technology and operations experience required
5 years within a technology leadership role
Strong client service and consulting skills
Experience with Visio and data visualization tools
Strong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executives
DC-based position with a willingness to travel up to 25% or more as needed
How you ll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. at https://zoomforth.com/s/deloitte/du#home
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. at http://www2.deloitte.com/us/en/pages/careers/articles/life-at-deloitte-benefits-and-rewards.html
Deloitte s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
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Category: Management Consulting
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