Deloitte Contact Center Consultant – Advanced Speech Recognition in New York, New York
What You ll Do:
In depth product knowledge of the Cisco Contact Center Enterprise platform with the Cisco CVP Platform for Call and Multi-Channel Routing, Advanced Speech Recognition tools (e.g., Nuance ASR), and Cisco Omni-Channel solutions that integrate into the Salesforce product suites is required. A successful Cisco Contact Center ASR Lead Engineer will have several years of experience designing, implementing and supporting large scale enterprise class cloud contact center deployments supporting 1000 agents. Experience includes:
Member, senior member, lead, director of professional services teams delivering full life-cycle services related to contact center technologies and vendors (see keyword list and vendor list for preferred experiences). Services may range from pre-sales solution engineering, discovery/requirements, design, and implementation. May also include software selection assistance
Telecommunications/voice and data network solution design and delivery
Selection, design, development, and/or enhancement of self-service customer service technologies including Chatbot, IVR, asynchronous messaging
Speech analytics selection, implementation, support
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
5 years of Contact Center Experience
2 years of hands on experience with Advanced Speech Recognition tools such as Nuance ASR
Must have a Bachelor s degree or higher education
Ability to travel up to 75% (While 75% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.)
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
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: Customer Relationship Management
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