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.

 

The Functional Analyst is responsible for overseeing the day to day real time operations of the Contact Center and making key decisions recommendations to leadership through analytical modeling. The Functional Analyst will support testing and implementation of a large technology project.   Ideal candidates for this role will use their technical and analytical skill to drive efficiencies and provide insights that facilitate an optimal customer service experience.  This candidate will also use troubleshooting expertise on Contact Center applications to provide Tier 1 Support as needed.  The main system utilized is NICE InContact (CXone) so prior exposure will be essential.  

Key Tasks

  • Pull data from NICE InContact
  • IVR Configuration
  • Provide TIER 1 Support on Contact Center applications
  • Creates reporting and analytics to identify business trends at multiple levels within the organization
  • Works with and combines multiple data sources to provide high-level and drill-down reporting and thorough analysis
  • Defines the metrics required to measure business performance, compares actual data to forecasted values, and develops the process for identifying and addressing performance gaps
  • Works independently to construct complex statistical and financial models to report, trend and forecast business performance
  • Works closely with business leaders to develop reporting and analytics based on historical and forecasted data and reports

The Team

The Contact Center practice is part of Deloitte’s Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact centers 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 matrix organization where we align various resource groups to deliver and provide high quality services.

We deliver set of customer solutions:

  • Operations| Help clients understand the many disciplines of contact center operational strategy by showing our expertise in planning, building, and operating contact centers in a stand-alone or network environment.  

 

Engineering | Help clients build, improve, redesign, or stand up contact centers using technologies that engage customers and drive growth.  Our engineers and architects work with the latest technologies and vendors to deliver integrated enterprise-wide Contact Center/Telephony solutions. Deloitte solutions are focused on delivering fully integrated platforms that include integrated CRM, ERP and Legacy Backend Systems to support Omni-Channel capabilities (e.g., Voice, Email, Chat, Web Collaboration, SMS, Mobile Applications, Web Portals and Social Media).

 

Qualifications

  • 3+ years Contact Center help desk/troubleshooting experience
  • 2+ years of NICE InContact Experience
  • Limited immigration sponsorship may be available. 

Preferred Qualifications:

  • Bachelor's Degree
  • Experience with NICE InContact CXone Platform
  • IVR configuration experience
  • Previous experience providing Data and analytics for a Contact Center
  • 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. Learn more about our commitment to developing our people.


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.

Requisition code: 31989

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