Senior Contact Center Engineer

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

We are looking for a Contact Center Engineer who has hands-on experience with cloud-based contact center technologies and a strong interest in advancing customer interaction solutions. In this role, you will work directly with clients and project teams to support both pre-sales and post-sales efforts, building your consulting expertise while helping deliver cutting-edge solutions in customer experience.

Work You'll Do

• Support pre-sales and post-sales cycles, including assisting with solution demonstrations, technical presentations, and RFP responses for clients
• Work closely with senior team members to translate client business needs into effective technical contact center solutions and value propositions
• Participate in client delivery projects focused on omni-channel orchestration, IVR/self-service, automation, conversational AI, and GenerativeAI
• Collaborate across project teams to ensure solutions align with client requirements and best practices
• Continuously learn about and apply new technologies, trends, and tools in customer experience and digital transformation
• Engage stakeholders across business and technology areas with guidance from leadership
• Contribute to project management activities and foster a collaborative, client-centric project environment

The Team

Deloitte's Government & Public Services (GPS) practice - our people, ideas, technology and outcomes - is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Our Digital Foundry, Operate, & Innovation offering designs and delivers ongoing services to run our clients' customer digital businesses. Also includes the innovation and assets team, responsible for orchestrating the broader OP innovation agenda and solution/accelerator development.

Qualifications

Required:

• Bachelor's degree
• 4+ years of experience in contact center engineering, with exposure to solution architecture
• Direct experience supporting pre-sales and post-sales opportunities, including solution demos, technical presentations, and RFP support
• Ability to map client business objectives to appropriate technical solutions
• Experience with CCaaS platforms such as Genesys, Amazon Connect, Five9, NICE, or Google Cloud Contact Center
• Hands-on involvement with omni-channel orchestration, IVR/self-service, automation, conversational AI, and GenerativeAI solutions
• Familiarity with cloud-based architectures and multi-platform customer interaction integrations
• Effective communicator able to work collaboratively with internal and client teams
• Strong organizational, project coordination, and adaptability skills in a client-facing environment
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Must be able to obtain and maintain the required clearance for this role
• Ability to travel 20-50%, on average, based on the work you do and the clients and industries/sectors you serve

Preferred:

• Experience with Salesforce Service Voice Connect (SVC), ServiceNow, and/or Salesforce platforms is a plus
• Consulting experience, client-facing skills, and a problem-solving mindset are highly valued

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Information for applicants with a need for accommodation: