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Deloitte Cisco Unified Contact Center Enterprise Architect in Memphis, Tennessee

Work you ll do

The Contact Center team has aligned to provide design and advisory services in order to assist with the deployment of a telephony solution for a Department of Defense agency acting as a technical project management resource with expertise in Cisco Unified Contact Center Enterprise. The Contact Center team will coordinate activities related to the design and implementation of an integrated enterprise-wide Contact Center/Telephony solutions integrated into a Salesforce instance.

As a Cisco Unified Contact Center Enterprise Solutions Architect you will:

  • Bring in depth product knowledge of Cisco Voice platform for Call and Multi-Channel Routing, Advanced Speech Recognition tools, 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

  • A successful Solutions Architect will have several years of experience designing, implementing and supporting large scale enterprise class cloud contact center deployments supporting with 1000 agents.

  • Manage the design, build and implementation of Cisco solutions as well as provide on-going support for related systems

  • Provide expertise in the plan, design, build, implementation and operations of tasks for complex converged networks

  • Support telephony systems as well as integrated network environments for DoD, Civilian and State & Local contact centers and back office business units

  • Partner with outside service providers in support of the environment, as well as manage devices in accordance with best practices and Federal security standards, approved methods, and procedures

  • Work in large enterprise-class network environments, supporting converged technologies

  • 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

The team

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 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

Qualifications

Bachelor s degree in Engineering, Telecommunications or relevant discipline OR over 15 years of contact center experience in lieu of bachelor's degree

Eligible to work for any employer without sponsorship and ability to complete background investigation

8years contact center technology and operations experience using Cisco

4years within a technology leadership role

Strong client service and consulting skills

Experience with Unified Voice Communications

While travel is up to75%, due to COVID-19 all non essential business travel is suspended until further notice

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

Benefits

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.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership 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

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Category: Management Consulting

About Deloitte

As used in this document, Deloitte means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about 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.

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