Technical Senior Consultant, Technology & Transformation - Future of Service (CCaaS)

We are seeking a Senior Consultant to join our Technology & Transformation (T&T) department, specializing in the Future of Service offering within our national practice.

As a Senior Consultant, you will be a key technical lead in client engagements, driving the implementation and integration of advanced technology solutions that enhance service delivery and customer experience. You will work closely with clients and internal teams to analyze technical requirements, architect scalable solutions, and deliver robust, high-quality results. Your responsibilities will include conducting detailed technical assessments, designing and configuring cloud-based contact centre platforms (such as Genesys, Five9, NICE, Google, or AWS), integrating AI and automation capabilities, and troubleshooting complex system issues.

You will contribute to the development of technical architecture documents, integration plans, and deployment scripts, as well as support the preparation of technical proposals and solution demonstrations. You will also identify opportunities to optimize and automate client operations using emerging technologies.

Collaboration is key-you’ll work alongside technical and business colleagues to share knowledge and best practices, while continuously advancing your own skills in areas such as cloud engineering, AI/GenAI integration, and enterprise system architecture. Staying current on new technologies and industry trends relevant to digital contact centres and service delivery is expected.

Join our T&T team and work in a dynamic, innovative environment with professionals who are passionate about technology and client success. Our team values deep technical expertise, continuous learning, and encourages each member to develop in a fast-paced, evolving landscape.

As a Senior Consultant, you are someone with:
• 3-6 years of hands-on experience in technology implementation, systems integration, or technical consulting roles (consulting experience is an asset).
• Bachelor’s degree in computer science, engineering, or a related technical field.
• Basic understanding of contact centre operations, including channel interaction routing, workforce management, quality management, and integration with business applications.
• Proven experience designing, configuring, and deploying cloud-based contact centre technologies (e.g., CCaaS, AI/GenAI), with expertise in vendors such as Genesys, Five9, NICE, Google, or AWS.
• Build and optimize Virtual Agent and Agent Assist capabilities, ensuring seamless escalation to live agents while maintaining conversation context.
• Implement real-time and batch APIs, webhooks/audiohooks, and event-driven architectures for data exchange.
• Integrate with CRM systems, knowledge bases, and analytics platforms to enhance automation and reporting.
• Familiarity with RAG (Retrieval-Augmented Generation) and custom LLM integrations for knowledge assist and virtual botsExposure to CI/CD pipelines and DevOps for cloud deployments.
• Experience with cloud services (Google Cloud Platform, Microsoft Azure, AWS).
• Ability to translate business and functional requirements into detailed technical designs and implementation plans.
• Experience working in collaborative technical teams, analyzing complex business issues, and developing innovative technology solutions.
• Ability to work independently and collaboratively in remote and on-site environments; willingness to travel nationally as required.
• A passion for learning and staying up to date with the latest advancements in cloud, AI, and enterprise technology.

The salary range for this position is $80,000 - $138,000, 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.