#S&S2027
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 experiences 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.
Position Summary
Level: Senior Consultant, Technical Transformation or equivalent
As a Senior Consultant at Deloitte Consulting, you will design, develop, and deploy enterprise-scale software solutions, lead the creation of robust pipelines and manage code deployment across environments. You will collaborate with cross-functional, global teams to translate functional requirements into effective deliverables, independently guiding and mentoring junior team members. Your role spans the full project lifecycle, including estimation, planning, execution, and tracking key metrics for analysis, ensuring high-quality and timely delivery of solutions.
Work you’ll do:
- Lead the implementation, enhancement, and ongoing optimization of NICE CXone solutions for inbound, outbound, and omnichannel contact center operations.
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Design enterprise-scale CCaaS architectures, including migrations, routing strategies, resiliency considerations, and alignment to business and operational requirements.
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Configure and maintain NICE CXone Studio workflows, including IVR scripts, call flows, business logic, prompts, and routing behaviors.
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Manage and optimize contact center capabilities such as ACD, IVR, auto dialer, skill-based routing, and omnichannel interactions across voice, email, SMS, and chat.
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Design, build, and troubleshoot integrations with CRM, CTI, and third-party enterprise systems using APIs and web services.
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Support workforce management integration and optimization, including forecasting, scheduling, and real-time adherence-related capabilities where applicable.
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Produce solution designs, configuration documents, test scenarios, and implementation artifacts; participate in unit testing, SIT, UAT, and defect resolution.
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Serve as a client-facing advisor by translating business requirements into technical solutions and presenting recommendations to technical and non-technical stakeholders.
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Provide advanced troubleshooting and production support for CXone-related issues, acting as a senior SME for platform stability and performance.
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Mentor junior team members and contribute to broader thought leadership in customer experience transformation, automation, and omnichannel operations.
The team:
Step into our Sales & Service team, where technology powers business impact and innovation drives everything we do. As a global, dynamic group, we deliver seamless, end-to-end solutions—advising on strategy, implementing advanced CRM or back-office platforms, and enabling continuous business improvement. Here, you’ll collaborate with passionate, creative minds to transform sales models, elevate service excellence, and optimize customer operations. If you’re ready to grow your expertise, make bold ideas real, and help redefine the customer experience for leading organizations, this is your next big move. Join us and shape the future of sales and service!
Qualifications
Must Have Skills/Project Experience/Certifications:
- 6 - 10 years of hands-on experience in contact center / CCaaS technologies, including strong hands-on experience with NICE CXone.
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3+ years of hands-on experience with NICE CXone Studio scripting/configuration and IVR workflow development.
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Strong understanding of ACD, IVR, routing strategies, omnichannel operations, dialers, and contact center metrics.
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Experience with REST/API integrations, CRM/CTI ecosystems, and third-party system connectivity.
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Working knowledge of one or more programming languages such as JavaScript, Python, Java, or C#.
- Strong problem-solving, communication, documentation, and stakeholder management skills.
Good to Have Skills/Project Experience/Certifications:
- NICE CXone / inContact certifications.
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Experience with WFM/WEM, analytics, reporting optimization, and operational performance improvement.
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Experience with enterprise CCaaS transformations, migration programs, and large stakeholder environments.
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Familiarity with Agile or Waterfall delivery methodologies.
Education:
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BE/B.Tech/M.C.A./M.Sc (CS) degree or equivalent from accredited university
Location:
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Bengaluru/Hyderabad/Pune/Chennai
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.
