Manager, Technical Focus, Technology & Transformation - Future of Service (CCaaS)

We are seeking a skilled Manager for our Technology & Transformation (T&T) department, specializing in the Future of Service offering within our national practice. As a Manager, you will lead the technical delivery of consulting projects, architect and implement innovative solutions for clients, and ensure technical excellence across engagements. You will collaborate closely with both business and IT stakeholders to translate business requirements into robust technology solutions, leveraging your expertise in modern cloud-based contact centre platforms and integration technologies.

You will be responsible for hands-on solution design, system configuration, technical troubleshooting, and quality assurance. You will also contribute to technical proposals, support pre-sales activities, and help mentor junior technical staff. Staying current with emerging technologies and best practices will be key to driving continuous improvement for both our team and our clients.

You’ll join a forward-thinking group of technology professionals in an environment that values innovation, technical depth, and collaboration. The T&T team brings together experts from diverse backgrounds who are passionate about leveraging technology to solve complex business challenges and deliver exceptional client outcomes.

As a Manager, you are someone with:
• 6+ years of hands-on technical experience in systems integration, solution architecture, or technology implementation, ideally within a consulting or professional services environment.
• Bachelor’s degree in computer science, engineering, or a related technical field (a graduate degree is an asset).
• Strong experience with contact centre technologies, including cloud-based platforms (CCaaS, AI/GenAI), telephony, IVR, omnichannel routing, and workforce management (experience with vendors such as Genesys, Five9, NICE, Google, or AWS is highly preferred).
• Proficiency in system integration, APIs, data migration, and cloud infrastructure; experience with scripting, automation, or development (e.g., Python, JavaScript, or similar) is a strong asset.
• Familiarity with enterprise architecture, security best practices, and scalable solution design.
• Familiarity with AI/GenAI/RAG and LLM concepts/development/implementations
• Ability to translate business requirements into technical specifications, and communicate complex technical concepts to both technical and non-technical audiences.
• Experience with cloud services (Google Cloud Platform, Microsoft Azure, AWS).
• Experience with Agile or DevOps methodologies is preferred.
• Strong problem-solving skills, attention to detail, and a passion for continuous learning and technical innovation.
• Experience working in remote or hybrid environments, and the ability to travel nationally as required.
• Excellent communication and stakeholder management skills, with experience presenting technical solutions to both business and IT leadership.

The salary range for this position is $90,000 - $175,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.