CONTACT CENTER SENIOR CONSULTANT

Are you an experienced, passionate pioneer
in technology?      Contact Center Senior Consultant (Genesys,
Amazon Connect, Five9) Who wants to work in a
collaborative environment?   

Contact Center Senior Consultant (Genesys,
Amazon Connect, Five9) – Deloitte America´s Nearshore Mexico   Digital Customer is collaborating with clients in ways never
thought possible before.  We are creating, developing, designing, and
implementing in ways that will change the digital landscape forever. Our Digital
Customer strategy is to help clients define strategies, build brands,
create experiences, and deliver platforms.   Deloitte America´s Nearshore Mexico  is a member
of the Global Delivery Network which has presence across the world with
Delivery centers in the United States, Romania, India, Spain, China, and the
Philippines. Deloitte  America´s Nearshore Mexico  has
presence in Queretaro, Mexico City, Aguascalientes, Guadalajara and Monterrey
and near cities . We provide consulting services to help our clients
achieve a higher level of service in operational efficiency and business value.
We are a team of professionals passionate about serving clients with
distinction and learning, and we are driven by our purpose: Making an impact
that matters for our clients, our people, and society.   Contact Center Senior Consultant
(Genesys, Amazon Connect, Five9)     Position Summary   Customer
& Marketing is creating a new model for a new age-we’re an agency and a
consultancy. Understanding the digital space and preparing for what’s next is
at our core. We help clients reimagine how profits are made, how relationships
are created and managed; we reshape how work gets done and rewire the
competitive fabric of entire industries. That’s the power of driving disruption.
That’s Customer & Marketing.   Work
you’ll do     The ideal candidate has as
desirable certified in Genesys Cloud CX developers, architects, or cloud-based
contact center tech platforms – Five9, CXone, Amazon Connect, Cisco WebEx CC,
also with global SI experience with prior experience working for a Global SI
doing Genesys design and implementation work. Several
years minimum hands-on experience deploying contact center technology solutions
as part of a consulting organization, software vendor’s professional services
team, or vendor’s product development team.           The Team  

 

Our Digital Customer team focuses on designing and
implementing sales and service experiences, capabilities, and architectures to
bring customer strategies to life. Our ambition is to be the best in the world
at driving customer transformation through the development of clever commercial
strategies, distinctive experiences, and the application of digital
technologies. We help make the “creative digital consultancy” real and in doing
so, make new markets.

 

Professionals will serve our clients through the following
types of work:

 

• Customer Operations | modernize, deploy, and operate office
capabilities and business processes across sales operations, quote-to-cash, and
revenue management team

 

• Sales Excellence & Service Excellence | Integrate the
latest technologies with leading-edge strategies, insights, experiences, and
talent to enable outstanding customer service

  Required Qualifications:   Experiences: ·        
5 years or more of experience as Member, senior
member, lead, director of professional services teams delivering full
life-cycle services related to contact center technology.  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 ·        
Industry experience could include support of
customer service, inside sales, HR/employee contact centers   Preferred Skills : ·        
Business case development ·        
Technical project management ·        
Technical solution design ·        
Leadership of professional services teams ·        
Presentation and communications
Demonstrated technical
problem-solving proficiency
Excellent analytical and
advanced troubleshooting skills with end-users/customers
Excellent customer service
and communication skills, both verbal and written
Experience developing and
maintaining positive and productive relationships with clients
Ability to multitask and work
well in a fast-paced environment
Minimum education level:
undergraduate degree. Preferred MBA or MS in tech-related field .
    Our people and culture     Our diverse, equitable, and inclusive culture empowers our
people to be who they are, contribute their unique perspectives, and make a
difference individually and collectively. It enables us to leverage different
ideas and perspectives and bring more creativity and innovation to help solve
our client most complex challenges. This makes Deloitte one of the most
rewarding places to work. Learn more about our inclusive culture.               All qualified applicants will receive consideration
for employment without regard to race, religion, creed, color, citizenship,
immigration condition or status, national origin, age, sex, pregnancy, gender,
gender identity/expression, sexual orientation, marital status, disability,
genetic information, veteran status, opinions as interpreted by the labor
authorities and/or courts, social- economic status and social condition as
interpreted by the labor authorities and/or courts or any other legally
protected basis, in accordance with applicable federal, state or local law.         Professional
development     From entry-level employees to senior leaders, we believe
there’s always room to learn. We offer opportunities to build new skills, take
on leadership opportunities and connect and grow through mentorship. From
on-the-job learning experiences to formal development programs, our
professionals have a variety of opportunities to continue to grow throughout
their career.     Employment Eligibility      ·          Before
any practitioner begins working with Deloitte, the candidate should provide
documentation validating their employment eligibility upon starting work.