Service Excellence Contact Center Senior Technology Architect
Company: Deloitte
Location: San Jose
Posted on: May 15, 2022
Job Description:
Service Excellence Senior Contact Center Technology
Architect
Customer & Marketing is creating a new model for a new age-we're an
agency and a consultancy. Understanding the digital space and
preparing for what's next is at our core. We help clients reimagine
how profits are made, how relationships are created and led; we
reshape the landscape of work and rewire the high-reaching fabric
of entire industries. That's the power of driving disruption.
That's Deloitte Digital.
Work you'll do
The Service Excellence Senior Technology Architect deliver full
life-cycle services related to contact center technologies and
vendors. Services may range from pre-sales solution engineering,
discovery/requirements, design, and implementation. Bring to market
AI-powered consulting services that address use cases across
predictive engagement, self service, orchestration and employee
optimization.
The team
Digital Customer offering focuses on designing and implementing
sales and service experiences, capabilities, and architectures to
bring customer strategies to life. The ambition is to be the best
in the world at driving customer transformation through the
development of clever commercial strategies, distinctive
experiences, and the application of digital technologies. We help
make the "creative digital consultancy" real and in doing so, make
new markets
Professionals will serve our clients through the following types of
work:
- Emerging - enables different capabilities throughout Lead to
Fulfillment life cycle, we are closely aligned in assisting clients
in providing a high-quality customer experience and executing
efficient processes.
- Sales Excellence & Service Excellence - Integrate the latest
technologies with leading-edge strategies, insights, experiences,
and talent to enable outstanding customer service
- Salesforce - Deloitte unleashes the powerful Salesforce
platform for our clients to drive the best possible outcomes and
redefine engagement. We innovate like never before by creatively
using technology to help enhance digital customer and employee
experiences for our clients.
Qualifications
Required
- Four-year Undergraduate degree.
- Certification in contact center technology and or network
management
- A minimum of six year's hands-on experience deploying contact
center technology solutions as part of a consulting organization,
service-provider organization, software vendor's professional
services team, or vendor's product development team
- Contact Center capacity planning experience
- Ability to travel up to 50% (While up to 50% travel is a
requirement of the role, due to COVID-19, non-essential travel has
been suspended until further notice)
- Limited sponsorship may be available
Preferred
- MBA, or MS in tech-related field
- Technical project management and solution design
- Experience in developing and maintaining positive and
productive relationships with clients
- Ability to multitask and work well in a fast-paced
environment
- Experience as a leader and demonstrated success in maintaining
high performing teams in customer operations and technology
space
- Strong problem-solving skills in a complex telephony
environment as well as the ability to instituting quality and
continuous management principles into practice
- Strong vendor management and partner relationship skills with
prior experience in ensuring the contract compliance and service
delivery
- Ability to establish goals and objectives and recommend
solutions to complex telecommunication and customer service
problems by utilizing key metrics and identifying trend
- Ability to continually improve service while adapting to
changing business needs
- Ability to explain technical concepts and technologies to
business leaders, and business concepts to the contact center
technology teams
- Experience presenting to clients or other decision makers to
present and sell ideas to various audiences (technical and
non-technical)
- Strong vendor management and partner relationship skills with
prior experience in ensuring the contract compliance and service
delivery
- Contact center as a Service (CCaaS)
- Conversational AI & IVR
- CTI (Computer Telephony Integration)
- IVA (Interactive Voice Assistant- AI-enabled IVR) & IVR
(Interactive Voice Recognition)
- Speech Analytics
- Enterprise Voice communications using SIP, VoIP, WebRTC
- Omni-channel interaction delivery and routing
- Contact Center capacity planning
DigCust2021
Keywords: Deloitte, San Jose , Service Excellence Contact Center Senior Technology Architect, IT / Software / Systems , San Jose, California
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