CRM Integration Lead - Digital Contact Centers

Management Consulting | Customer & Marketing
Same job available in 42 locations

Position Summary

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers’ interactions with the public sector.

 

Work you’ll do 


Work with our Digital Contact Center Engineer team as a CRM Integration Lead who's primary focus will be on using Bucher and Suter to connect Cisco telephony to ServiceNow and other CRM platforms.  


• Develop and administer CRM and automated data integrations monitoring.

• Design, develop, and implement processes, systems, and technology to support and enhance the operations system support function.

Work in large enterprise-class network environments, supporting converged technologiesLead discovery-related conversations, workshops, and associated deliverables for stakeholdersAnticipate client needs and formulate solutions to client issuesManage, mentor, coach and train junior staff on an ongoing basis

 

The team 

Deloitte’s Government and 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 over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.   

 

The Contact Center practice is part of Deloitte’s GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world.  The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.

 

Qualifications 

Required:  

  • 5+ years experience in Software Development, Engineering or Contact Center technical support
  • 2+ years of experience working as CRM Integration Engineer
  • Experience working with Computer Telephony Integration (CTI) 
  • Hands on experience using Suter & Bucher to connect Cisco and ServiceNow with other Platforms
  • Limited immigration sponsorship may be available.
  • Travel up to 25% 

 

Preferred: 

  • Previous Consulting experience
  • Bachelor's Degree in related field

 

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, our professionals have a variety of opportunities to continue to grow throughout their career.


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.

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.


As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. 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.

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, where applicable. See notices of various ban-the-box laws where available.

Requisition code: 58503

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