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Deloitte · 7 hours ago

Senior Contact Center Engineer

Austin, TX

Full-time

Hybrid

Mid, Senior Level

4+ years exp

Deloitte is a leading consulting firm that empowers organizations to enhance customer relationships through innovative strategies and technologies. The Contact Center Engineer will support both pre-sales and post-sales efforts, delivering advanced solutions in customer experience while collaborating with project teams to ensure alignment with client needs.

AccountingConsultingFinancial ServicesLegalProfessional ServicesRisk Management

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Support pre-sales and post-sales cycles, including assisting with solution demonstrations, technical presentations, and RFP responses for clients

Work closely with senior team members to translate client business needs into effective technical contact center solutions and value propositions

Participate in client delivery projects focused on omni-channel orchestration, IVR/self-service, automation, conversational AI, and GenerativeAI

Collaborate across project teams to ensure solutions align with client requirements and best practices

Continuously learn about and apply new technologies, trends, and tools in customer experience and digital transformation

Engage stakeholders across business and technology areas with guidance from leadership

Contribute to project management activities and foster a collaborative, client-centric project environment

Qualification

Contact Center EngineeringCCaaS PlatformsOmni-channel OrchestrationSolution ArchitectureCloud-based ArchitecturesConversational AITechnical PresentationsProject CoordinationEffective CommunicationProblem-solving Mindset

Required

Bachelor's degree

4+ years of experience in contact center engineering, with exposure to solution architecture

Direct experience supporting pre-sales and post-sales opportunities, including solution demos, technical presentations, and RFP support

Ability to map client business objectives to appropriate technical solutions

Experience with CCaaS platforms such as Genesys, Amazon Connect, Five9, NICE, or Google Cloud Contact Center

Hands-on involvement with omni-channel orchestration, IVR/self-service, automation, conversational AI, and GenerativeAI solutions

Familiarity with cloud-based architectures and multi-platform customer interaction integrations

Effective communicator able to work collaboratively with internal and client teams

Strong organizational, project coordination, and adaptability skills in a client-facing environment

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Must be able to obtain and maintain the required clearance for this role

Ability to travel 20-50%, on average, based on the work you do and the clients and industries/sectors you serve

Preferred

Experience with Salesforce Service Voice Connect (SVC), ServiceNow, and/or Salesforce platforms is a plus

Consulting experience, client-facing skills, and a problem-solving mindset are highly valued

Benefits

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.