Deloitte Cisco Contact Center Outbound Campaign Lead Engineer in Denver, Colorado
What You ll Do:
Utilize in depth product knowledge of the Cisco Contact Center Enterprise platform for Call and Multi-Channel Routing, Advanced Speech Recognition tools (e.g., Nuance ASR), Cisco Omni-Channel solutions, WFO Optimization (Contact Recording, Quality Management and Workforce Management) and Web Collaboration products that integrate into the Salesforce product suites is required.
Design, implement and support large scale enterprise class cloud contact center deployments supporting 1,000 agents.
Lead discovery-related conversations, workshops, and associated deliverables for stakeholders
Anticipate client needs and formulate solutions to client issues
Manage, mentor, coach and train junior staff on an ongoing basis
Customer Strategy & Applied Design
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
5 years of Contact Center Experience
4 years of Cisco Contact Center Enterprise platform experience
1 years of ACD Engineering experience
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Willingness to travel 75% or more as needed
2 years of Advanced Speech Recognition Tools (Nuance ASR) experience
WFO Optimization (Contact Recording, Quality Management and Workforce Management)
Salesforce integration experience
Excellent verbal and written communication skills
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
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Deloitte s culture
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Category: Customer Relationship Management
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