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Deloitte · 1 day ago

Contact Center Engineer Manager

Houston, TX

Full-time

Hybrid

Senior Level

5+ years exp

Deloitte is a leading consulting firm that empowers organizations to enhance customer relationships through innovative strategies and advanced technologies. The Contact Center Engineer Manager will oversee solution delivery, guide teams, and shape client strategy for contact center transformation, while mentoring talent and driving innovation in customer experiences.

AccountingConsultingFinancial ServicesLegalProfessional ServicesRisk Management

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Lead pre-sales and post-sales solutioning: Oversee and contribute to solution demos, technical presentations, and RFP responses; serve as the technical point of contact for customers and prospects

Project Delivery and Oversight: Manage and participate directly in delivery of complex client solutions involving omni-channel orchestration, IVR/self-service, automation, conversational AI, and GenerativeAI technologies

Client Engagement: Interface with client executives, business stakeholders, and technology leaders to align solutions with organizational strategy and customer experience goals

Architect Solutions: Translate nuanced business requirements into scalable, high-value technical architectures leveraging CCaaS and cloud platforms

Mentor and Develop Talent: Coach and guide junior team members, fostering professional development and building technical capabilities within the team

Industry Leadership: Stay current on market trends, participate in thought leadership initiatives, and drive continuous improvement in methodologies and technical delivery

Stakeholder Collaboration: Partner with internal business, sales, and technical teams to shape offerings and ensure integrated, high-quality delivery

Qualification

CCaaS solutionsCloud architecturesSolution architectureClient deliveryOmni-channel orchestrationGenerative AIStakeholder engagementConsulting experienceProject managementCommunication skills

Required

Bachelor's degree

5+ years' progressive experience in contact center engineering, with demonstrated solution architecture and client delivery responsibilities

Leadership experience supporting pre-sales and post-sales cycles, including leading solution demos, technical presentations, and RFP responses

Proven ability to convert client business strategies into actionable technical roadmaps and articulate business value to diverse audiences

Deep expertise in CCaaS solutions such as Genesys, Amazon Connect, Five9, NICE, or Google Cloud Contact Center, including hands-on implementation

Broad experience with omni-channel orchestration, IVR/self-service, automation, conversational AI, and GenerativeAI integrations

Advanced understanding of cloud architectures and integrating customer engagement tools across multiple platforms

Exceptional skills in stakeholder engagement, collaboration, project management, and client leadership

Strong communication skills, with a track record of advising and influencing both technical and business stakeholders

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

Benefits

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.