Deloitte · 2 hours ago
Contact Center Engineer Manager
Houston, TX
Full-time
Onsite
Senior Level
5+ years expDeloitte's Customer team empowers organizations to enhance customer experiences through innovative strategies and advanced technologies. They are seeking a Contact Center Engineer Manager to oversee solution delivery, guide teams, and shape client strategies for contact center transformation.
AccountingConsultingFinancial ServicesLegalProfessional ServicesRisk Management
No H1B
Security Clearance RequiredU.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
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, limited sponsorship may be available for this role
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
Discretionary annual incentive program
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
Recent News
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