Lead Telephony Engineer, Global Contact Center

CoRe - Contact Center Program & Project Management Posted: 20-Jul-2022

Same job available in 7 locations

Atlanta, Georgia, United States

Dallas, Texas, United States

Detroit, Michigan, United States

Houston, Texas, United States

Miami, Florida, United States

Nashville, Tennessee, United States

Tampa, Florida, United States

Position summary:

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cutting-edge products and services that deliver outstanding value and that are global in vision and scope? Work with other experts in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture?

Want to make an impact that matters? Consider Deloitte Global.

Work you'll do

As the Lead Telephony Engineer for the Global Contact Center, you will be responsible for developing, administering, and enhancing the contact center telephony and IVR platform. 

You will partner across various technical teams, workforce management and vendors to ensure continuous improvement of the platform that translate into cost efficiency and positive customer experiences.

Additionally, you will execute industry best practices to deliver advanced telecom solutions that optimize omni channel communications, telephony infrastructure, and workforce management. 

What you'll be part of - our Deloitte Global Culture:

At Deloitte, we expect results. Incredible—tangible—results. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and implement global strategies and provide programs and services that unite our network.

In Deloitte Global, everyone has opportunities. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark.

Who you'll work with:

Global CoRe provides seven fundamental services to Deloitte around the world: knowledge services, creative services, contact center, data management assessment services, data protection, procurement, and real estate. We develop new and innovative ways to improve how these services are delivered across the organization, leveraging our global scope and strength to serve our organization within and across borders.

Qualifications:

 
Education & Leadership Experience
  • Minimum 8 years of experience
  • Ability to lead and develop team-based projects as well as work cross functionally and collaborate effectively with business partners
  • Excellent relationship management skills with experience navigating complex environments and understanding key influencers and stakeholders to achieve desired results
 
Required Technical Skills
  • Advanced understanding of telephony and IVR technology integrations and related telecommunications devices, networks, software, and systems
  • Experience with large scale contact center telephony
  • Prior experience with Genesys Cloud, Avaya, Cisco, IEX, NICE or other ACD phone system
  • Experience with WFM software (Genesys Cloud, Verint, Aspect, NICE, eWFM, etc.)
  • Experience with creation and version control of technical documentation and system diagrams
  • Experience gathering requirements and engaging with stakeholders and cross-functional partners
  • Demonstrated ability to apply telephony and IVR industry best practices within geographically dispersed and disparate operating environments to achieve optimal efficiency and customer satisfaction
  • Excellent analytic ability to work with large data sets from multiple sources and database applications to create solutions and optimize IVR and WFM

How you'll grow:

Deloitte Global inspires leaders at every level. We believe in investing in you, helping you embrace leadership opportunities at every step of your career, and helping you identify and hone your unique strengths. We encourage you to grow by providing formal and informal development programs, coaching and mentoring, and on-the-job challenges. We want you to ask questions, take chances, and explore the possible.

Benefits you'll receive:

Deloitte’s Total Rewards program reflects our continued commitment to lead from the front in everything we do—that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being needs. We provide the benefits, competitive compensation, and recognition to help sustain your efforts in making an impact that matters.

Corporate citizenship:

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.
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