Manager, Specialist - Global Contact Center

Program & Project Management | DAS
Same job available in 59 locations

Position Summary

Deloitte Services LP includes internal support areas such as Marketing and Communications, Human Resources/Talent, Information Technology, Facilities Management, and Financial Support Services.

Manager, Specialist - Global Contact Center

Are you passionate about technology and interested in joining a community of collaborative colleagues who respectfully and courageously seek to challenge the status quo? If so, read on to learn more about an exciting opportunity with Deloitte’s Information Technology Services (ITS). We are curious and life-long learners focused on technology and innovation.

Work You’ll Do:

In your role as a Manager, Specialist – Global Contact Center, you will be a key member of a diverse cross functional team responsible for supporting the GCC SaaS digital products and in house developed applications. You will work closely with the PMO, GCC Operations, architecture, Cyber, Privacy, and procurement, team(s) to identify, secure, and integrate applications both vendor based and in house developed, into the Deloitte Global Contact Center operational footprint. You work closely with the vendor(s) applications team to deploy and support CcaaS, VPA, speech analytics, AI, and ML solutions, which drive enhanced Customer Experience for our Deloitte professionals and while supporting cost effective and efficient operational platforms.

Responsibilities:

  • Participate and at times lead internal Contact Center related projects, supporting the Deloitte Global Contact Center, drive business requirement gathering, manage scope and internal client expectations
  • Collaborate w the T&I team and vendor(s) to design long-term, reliable, and end-to-end technical architectures.
  • Develop functional architecture design and contribute to vendor product vision
  • Drive the design and compilation of material provided by the vendor architecture team for the Deloitte Architecture review process.
  • Responsible for shepherding the architecture design of the SaaS solutions through the Deloitte architecture process to ensure alignment with Deloitte standards for Privacy, Cyber Security and Global Data residency requirements.
  • Support the design and deployment API’s between SaaS solutions supporting the GCC.
  • Create Agile user stories based on GCC business requirements
  • Provide technical support for analysis of business requirements and applicability to the current or planned Platform/Enabler/API Platform capabilities
  • Participate in E2E functionality assessment during Validation Testing phases (SIT, UAT)
  • Experience with Contact Center operations, network, telephony, VPA, Speech analytics, AI, and ML solutions, as well as knowledge of programming development languages.
  • Serve as a technical liaison between the business, project team and developers/testers
  • DEVOPS tasks to deploy cloud-based infrastructure, ServiceAccounts, and updates to applications

General Responsibilities:

  • Responsible for the end-to-end delivery of vendor SaaS application technology solutions in line with strategic business objectives for the application and client installations.
  • Ensure that the business needs are clearly understood and the technology implemented meets the needs and expectations of the business.
  • Manages design, development and QA aspects of the SAFe or Agile SDLC for multiple projects.
  • Provide consultation to Deloitte Application Studios resources and customers around solution options and vendor product selection as needed.
  • Work with T&I team to develop high level understanding of scope and feasibility of technical solutions.
  • Participate in product planning, delivery, release management, and deployment to ensure technology standards and business needs are met.
  • Monitors & ensure compliance to standardized procedures, best practices and function specifice processes are being followed through out the delivery of solution

Product Responsibilities:

  • Participate in the day to day decision making involved in the portfolio.
  • Faciliating Program Increment (PI) planning with stakeholders and different groups
  • Monitors and prepare development product work plans, budget, and schedules and create agile teams.
  • Seek ways to reduce vendor application and infrasture related costs and increase efficiencies of applications in production.
  • Contribute to the integration of the business strategy and knowledge of software capabilities (current and future) into vision and direction for all channel-related products.
  • Ensure that all products support the appropriate business processes and have the appropriate support and maintenance processes in place.
  • Experience working with multiple teams on Cloud based technologies esp. Azure

Project Responsibilities:

  • Ensure all development and maintenance projects are in accordance with channel strategy, and adhere to product and channel vision and product innovation roadmaps.
  • Participate in project execution, resource deployment, and overall leadership and coordination efforts to ensure projects are completed on schedule and within budget.
  • Develop project documentation in collaboration with PMO—e.g., project initiation documentation, budget, project plan, and resource plan.
  • Ensure resources assigned to projects are meeting deadlines and focused on the right activities.
  • Escalate issues, risks, and decisions to the Sr Engagement leader or other stakeholders as necessary and develop mitigating actions.
  • Monitor progress and status of deliverables.
  • Ensure proper functioning of the Products / Applications and recommend upgrades as necessary.
  • Review projects for completeness of thought and consistency of approach and interface.
  • Own product releases and provide status to Deloitte Application Studios and ITS leadership; escalate issues proactively.
  • Ensure standards, procedures, and methodologies in the delivery life cycle are followed.
  • Communicate development and production status and issues to management and stakeholders.

The Team

Deloitte has revolutionized software and application delivery, creating a model that’s scalable, cost-effective, and demonstrates a progressive and responsive talent structure. As Deloitte’s primary internal development team, the application studios deliver innovative digital solutions to businesses, service lines, and industries with validated bottom-line results.

The 570+ applications in Deloitte’s enterprise application portfolio are created to solve highly complex business problems and lead in practitioner productivity in an increasingly mobile, interconnected, and rapidly evolving landscape. From true enterprise apps enhancing daily productivity to business-enabling systems, ITS Deloitte Application Studios teams enable Deloitte professionals—across business lines—to serve clients with distinction.

Qualifications

Required Qualifications:

  • A Bachelor’s degree in Computer Science, Business Administration, or related discipline. While an advanced degree is preferred, the value is placed on the extent of the relevant experience and accomplishments
  • 5+ years Industry experience, in technology
  • Experience with Contact Center focused applications, architecture design, network, telephony system, cyber security, software development, VPA, Speech analytics, AI, and ML platforms and products.
  • Prior experience in SaaS application architecture and deployment in cloud environments – Azure, AWS, GCP etc.
  • Prior experience in architecture activities like designing, roadmap, & proof-of-concepts.
  • Ability to lead multiple customers, complex projects, and multiple initiatives
  • Prior experience with Microsoft SQL Server, MongoDB, Cosmos DB, Oracle etc.,
  • Travel up to 20% (While 20% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice.)
  • Limited immigration sponsorship may be available

Preferred Qualifications:

  • Exposure to BI Tools - like Tableau, PowerBI, Qliksense and DI Tools like Informatica etc.,
  • Experience working with SAFe or Agile development processes.
  • TOGAF or SEI – Software Architecture Certification etc.,
  • AWS certification

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. Learn more about our commitment to developing our people.


As used in this posting, "Deloitte" means Deloitte Services LP, 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.

Requisition code: 39859

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