Senior Consultant, Contact Center Technology Transformation, Cloud Networks & Connectivity, Business Operations, Consulting
Deloitte AU
London, London, GB
1d ago

The future is full of possibility, agility and Cloud. Do you want to shape the future of cloud experiences? So do we. Deloitte Cloud Transformation imagines, delivers and runs innovative Cloud solutions for the UK’s most prominent companies using a combination of open source software, cloud-native technologies, thought leadership and a focus on business value.

We pride ourselves on the quality of our staff and offer unique opportunities to learn, grow and lead in exciting new areas such as infrastructure-as-code, DevOps, containers, platform-as-a-service, CI / CD and micro-services.

Do you want to transform customer experience at some of the biggest companies in the world? As a world leader in business and technology transformation, we help our client deliver the real transformation that underpins outstanding customer service.

At Deloitte you will help design and implement next generation contact centre services for our client that will make a real impact.

If you are excited by the challenge of delivering some of the most complex and challenging customer experience transformation programmes, then read on.

Business Operations

Want to work with the latest technologies, as part of a team helping international organisations transform their core business capabilities?

Whether you’re working with on-premise systems, Cloud technology, or custom-developed solutions (to name just a few), your expertise will help clients deliver continuous improvement and innovation, from initial design right through to implementation and optimization.

Your role

You will have a pivotal role in implementing transformational contact center technologies and help customers driving modernization of the operations and customer experience leveraging cloud based contact centre technologies including the Amazon Connect services.

Depending on your experience and skills, your responsibilities will include one or more of the following :

  • Architecting and building large-scale contact center solutions, which integrate smoothly in cloud and hybrid operating models.
  • Advising on competing solution and product choices aligned to the key business requirements.
  • Maintaining domain knowledge and expertise in contact center best practices leveraging cloud based solutions and methodologies.
  • Build relationship with client’s technical leaders and demonstrate deep understanding of customer service methodologies and best practices for a service organisation focusing on contact centers and contact center key metrics
  • Lead discussions with business and technical audiences on customer experience journeys and transformation of their front office processes.
  • Deliver working prototype solutions, POCs that make the best use of Amazon Connect, AWS AI, and the AWS cloud services using near / off shore teams as appropriate.
  • Assist in positioning potential technology options and the underlying business case
  • Your work, your choice

    At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients.

    Please speak to your recruiter about the working pattern that works best for you.

    Location :

    Your home office will be London or one of our regional offices, but this client-facing role provides lots of opportunity for travel in the UK and overseas.

    Work pattern :

    This is a permanent contract opportunity.

    Your professional experience

    Your background will include experience in one or more of the following areas :

  • Ability to demonstrate how cloud contact centre technologies can be leveraged to drive enhancements in business process and performance, support broader digital transformation and underpin improvements in customer experience
  • Experience in integrating cloud contact centre products with the broader enterprise infrastructure and communication technologies
  • Proven knowledge of Contact Center technologies including Interactive Voice Response (IVR), Voice Biometrics, Natural Language Processing, Telephony Integration CTI, Automatic Call Distribution ACD, Call Recording, etc.
  • Experience designing and building integrations across WFM, CRM, Unified Communications, and voice services.
  • Experience with Amazon Connect and the breadth of functionality offered, including how that compares with other leading cloud contact centre technologies
  • Experience with AWS technologies such as AWS Lambda, Amazon Lex, DynamoDB, S3, Sagemaker etc and how they may be leverage alongside Amazon Connect to enhance contact centre performance
  • Experience with modern Web technologies including React and Node.js as well as REST API design on modern web stacks such as Node.js or Python
  • Extensive knowledge of infrastructure planning and operations, design and deployment, as well as system life cycle management
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