Customer
The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experience and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.
Level: Quality Implementation Manager - BPaaS or equivalent
Work you’ll do:
The CCaaS (Contact Centre as a Service) Implementation Manager leads the end-to-end deployment of cloud-based contact centre platforms for the organisation or its clients. This role demands a rare blend of technical depth, project management discipline, and stakeholder acumen. The CCaaS Implementation Manager is responsible for translating business requirements into scalable cloud solutions, managing complex multi-workstream delivery programmes, and ensuring seamless transitions from legacy environments to modern CCaaS platforms such as Genesys Cloud, Amazon Connect, NICE CXone, Salesforce Service Cloud Voice, or Five9. This is a high-impact role that sits at the intersection of technology, operations, and customer experience transformation.
Job Responsibilities:
- Lead full lifecycle CCaaS implementation projects from discovery and solution design through to go-live and post-launch stabilisation
- Manage multiple concurrent implementation workstreams, ensuring delivery against agreed scope, timelines, quality standards, and budget
- Conduct detailed discovery workshops with business stakeholders to capture current-state operations, pain points, and future-state requirements
- Translate business and functional requirements into technical specifications, configuration documents, and solution architecture artefacts
- Oversee platform configuration and integration activities including IVR/IVA design, ACD routing logic, skills-based routing, omnichannel se\tup, and CRM integrations
- Manage third-party vendor and system integrator relationships, holding partners accountable to delivery commitments
- Develop and own end-to-end project plans, RAID logs, change control processes, and executive status reports
- Coordinate UAT (User Acceptance Testing) planning and execution, managing defect resolution and sign-off processes
- Lead cutover planning and go-live execution, including fallback and contingency management
- Design and deliver change management and training programmes to ensure high adoption and readiness across agent, supervisor, and admin populations
- Drive post-implementation reviews, capturing lessons learned and embedding improvements into the delivery methodology
- Maintain current knowledge of the CCaaS market landscape, emerging capabilities (AI, automation, analytics), and competitor platforms
- Serve as a trusted advisor to client stakeholders, navigating technical complexity with clear, business-relevant communication
- Contribute to pre-sales activities including RFP responses, solution demonstrations, and effort estimation
The team:
Our Digital Foundry Operate & Innovations (DFO&I) team partners with organizations to rapidly design, build, and scale digital products and experiences that drive business growth and elevate customer engagement. As a multidisciplinary group of strategists, designers, engineers, and operations specialists, we deliver end-to-end solutions—from initial concept and agile development to ongoing digital operations—enabling clients to experiment, iterate, and scale digital initiatives with confidence and agility. We support clients across domains such as strategy, commerce, marketing, sales, and service, helping them realize their digital ambitions through flexible, scalable teams. Our expertise spans the full digital lifecycle, including customer research, experience design, platform development, content production, and marketing automation. By bridging the gap between strategy and execution, we empower organizations to achieve measurable outcomes and deliver exceptional customer experiences in an ever-evolving digital landscape.
Good to Have Skills/Project Experience/Certifications:
- Bachelor's degree in Computer Science, Information Systems, Business, or a related field
- 5–8+ years of experience in contact centre technology, with at least 3 years managing CCaaS implementation projects
- Hands-on experience implementing one or more leading CCaaS platforms (e.g. Genesys Cloud CX, Amazon Connect, NICE CXone, Salesforce Service Cloud Voice, Avaya Experience Platform, or Five9)
- Practical experience delivering AI transformation initiatives and translating opportunities into measurable results.
- Strong understanding of contact centre operations including ACD, IVR/IVA, workforce management, omnichannel routing, and reporting
- Proficiency in project management methodologies (PMP, PRINCE2, or equivalent); Agile/Scrum experience is highly valued
- Experience with CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow) and API-based connectivity
- Familiarity with SIP/VoIP telephony, cloud infrastructure (AWS, Azure, or GCP), and CTI architectures
- Excellent stakeholder management skills with experience presenting to and influencing C-suite and senior executive audiences
- Strong documentation skills including solution design documents, BRDs, test plans, and training materials
- Experience managing cross-functional teams including developers, QA engineers, business analysts, and change management professionals
- Certifications in relevant CCaaS platforms (e.g. Genesys Certified Professional, AWS Connect Specialist)
- ITIL Foundation certification or equivalent service management experience
- Experience with AI-powered CX capabilities including conversational AI, virtual agents, and real-time agent assist
- Exposure to WFM/WFO platform integrations (e.g. Verint, NICE WFM, Calabrio)
- Experience in a consulting, BPO, or system integrator environment
- Knowledge of data privacy and compliance frameworks (GDPR, PCI-DSS, ISO 27001) as they apply to cloud contact centre deployments
Key Performance Indicators:
- On-time and on-budget project delivery rate
- Post-go-live platform stability (critical incident rate within 90 days of cutover)
- UAT defect resolution rate and sign-off achievement
- Stakeholder and client satisfaction scores (NPS/CSAT) for implementation engagements
- Agent and supervisor platform adoption rate at 30 / 60 / 90 days post-launch
- Scope change and change request management effectiveness
- Team utilisation and resource efficiency across concurrent implementations
Location: Hyderabad/ Chennai
Education: UG - Any Graduate - Any Specialization - Any Postgraduate
Experience: Overall 10+ yrs with at least 5 years BPaaS Quality Implementation Manager.
Benefits to help you thrive
At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.
