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: Consultant, Technical Transformation
As an experienced Consultant at Deloitte Consulting, you will be responsible for individually delivering high quality work products within due timelines. Need-basis you will be mentoring and/or directing junior team members/liaising with onsite/offshore teams to understand the functional requirements.
Work you’ll do:
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Independently design, build, and deliver medium/high complexity stories. Use standard estimation methods for user stories.
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Own medium-complex modules; perform PoCs, grooming, present design options to TLs. Drive technical grooming; participate in solutioning and PoCs with option analysis.
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Engage juniors to follow best practices; perform code reviews and fixes with minimal oversight. Coordinate with onshore/client teams; ensure juniors understand requirements; build client rapport.
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Define release management strategy, pipeline management, repository integration with DevOps. Drive meeting agendas; support weekly status reports. Elevate industry knowledge; leverage Delivery Excellence/automation/Smartstarts.
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Configure and extend Agentforce/GenAI components; perform PoCs for GenAI-powered features. Mentor Analysts on technical tasks; support technical solutioning and PoCs.
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:
- 3 - 6 years of hands-on experience in contact center technology delivery, with hands-on Genesys Cloud CX implementation experience.
- Demonstrated skills as a Genesys Cloud Architect / lead configurator for routing and Architect flows.
- Hands-on experience with Genesys Cloud AI Studio (design, configuration, tuning, measurement).
- Strong experience in data integration: APIs, web services, JSON, OAuth, and common integration patterns.
- Strong configuration experience across Genesys Cloud admin constructs (roles/divisions, queues, skills, routing, flows).
- Ability to translate requirements into configuration and to explain technical decisions to non-technical stakeholders.
Good to Have Skills/Project Experience/Certifications:
- Genesys Cloud certifications (e.g., Genesys Cloud CX role-based certifications).
- Experience with digital channels (chat, messaging, email) and omnichannel routing.
- Experience with WEM/WFM (workforce management), QM, analytics, speech/text analytics.
- Familiarity with CI/CD concepts for contact center configuration promotion and environment management.
- Exposure to telecom/voice fundamentals (SIP concepts, numbers/DIDs, edge/telephony connectivity).
Education:
- BE/B.Tech/M.C.A./M.Sc (CS) degree or equivalent from accredited university
Location:
- 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.
