Deloitte · 3 weeks ago
Senior Contact Center Engineer
Austin, Texas, United States
Full-time
Hybrid
Mid, Senior Level
4+ years expDeloitte is a leading consulting firm that empowers organizations to build deeper relationships with customers through innovative strategies and advanced analytics. They are seeking a Senior Contact Center Engineer to support pre-sales and post-sales efforts, working directly with clients to deliver cutting-edge solutions in customer experience.
AccountingConsultingFinancial ServicesLegalProfessional ServicesRisk Management
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Support pre-sales and post-sales cycles, including assisting with solution demonstrations, technical presentations, and RFP responses for clients
Work closely with senior team members to translate client business needs into effective technical contact center solutions and value propositions
Participate in client delivery projects focused on omni-channel orchestration, IVR/self-service, automation, conversational AI, and GenerativeAI
Collaborate across project teams to ensure solutions align with client requirements and best practices
Continuously learn about and apply new technologies, trends, and tools in customer experience and digital transformation
Engage stakeholders across business and technology areas with guidance from leadership
Contribute to project management activities and foster a collaborative, client-centric project environment
Qualification
Required
Bachelor's degree
4+ years of experience in contact center engineering, with exposure to solution architecture
Direct experience supporting pre-sales and post-sales opportunities, including solution demos, technical presentations, and RFP support
Ability to map client business objectives to appropriate technical solutions
Experience with CCaaS platforms such as Genesys, Amazon Connect, Five9, NICE, or Google Cloud Contact Center
Hands-on involvement with omni-channel orchestration, IVR/self-service, automation, conversational AI, and GenerativeAI solutions
Familiarity with cloud-based architectures and multi-platform customer interaction integrations
Effective communicator able to work collaboratively with internal and client teams
Strong organizational, project coordination, and adaptability skills in a client-facing environment
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Must be able to obtain and maintain the required clearance for this role
Ability to travel 20-50%, on average, based on the work you do and the clients and industries/sectors you serve
Preferred
Experience with Salesforce Service Voice Connect (SVC), ServiceNow, and/or Salesforce platforms is a plus
Consulting experience, client-facing skills, and a problem-solving mindset are highly valued
Company
Deloitte
Deloitte is a business consulting company that offers audit, consulting, financial advisory, and tax services.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Anne Muraya
Chief Executive Officer - East Africa
Joe Ucuzoglu
Global Chief Executive Officer
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