Operate Contact Center as a Service - Technology Specialist

Job Type: Permanent
Work Model: Hybrid
Reference code: 135942
Primary Location: Toronto, ON
All Available Locations: Burlington, ON; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Moncton, NB; Ottawa, ON; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Toronto, ON; Winnipeg, MB

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

What will your typical day look like?

As a Technology Specialist within our Contact Centre and Service Desk Centre of Enablement, you will play a key role in modernizing, supporting and continuously improving the technologies that enable our Contact Centre and Service Desk services.

You will support our Contact Centre and Service Desk technology environment and look for opportunities to improve how we use CCaaS, CRM and any other channels, with a focus on better IVR and routing, digital channels, Virtual Agents, AI, automation and self-service.

As our technology ecosystem evolves, including the introduction of new digital channels, you will provide ongoing platform support and continuous improvement, helping us take advantage of new capabilities and improve the customer, agent and employee experience.

You will also support new Contact Centre and Service Desk engagements during the build phase, helping translate service requirements into technology solutions and supporting configuration, integration, testing, implementation and go-live.

About the team

This is your opportunity to work in Operate at Deloitte. Operate services harness the latest technologies, talent, and capabilities from all over the world to deliver ongoing outcomes and client value. We do more than traditional business process outsourcing. We do more than just “keeping the lights on.” We work shoulder-to-shoulder with clients and their customers, constantly adapting to the pace of change, to ideate, innovate, and embed continuous advantage at the heart of their operations. And we do it with the kind of drive and passion that comes from loving what you do—and who you do it with.

Our Contact Centre and Service Desk Centre of Enablement is focused on strengthening and evolving the capabilities that underpin our services. We bring together operations, technology, digital enablement, automation and AI to help our teams deliver modern and effective service experiences. A key focus is evolving traditional support models toward more digital, omnichannel, automated and AI-enabled experiences.

Enough about us, let’s talk about you

You are a hands-on technology professional who understands both the technology and the service experience it enables. You can assess an existing environment, identify what could work better and help take improvements from design through implementation and ongoing support.

You are someone who has these skills, experience & qualifications:

• Experience implementing and supporting CCaaS and customer service technologies.
• Hands-on experience with Talkdesk, Genesys and/or similar Contact Centre platforms.
• Experience with ServiceNow or similar Service Management/CRM platforms.
• Demonstrated experience with technology implementations, including requirements, configuration, integration, testing, deployment and production support.
• Strong experience or knowledge of AI-enabled customer service technologies, including Virtual Agents, conversational AI, agent assist and automation.
• Experience with digital channels, including chat, messaging and self-service.
• Knowledge of IVR, call flows, intelligent routing and queue design.
• Experience integrating Contact Centre, Service Desk, CRM, knowledge and other enterprise technologies.
• Ability to conduct current-state assessments, identify gaps and translate findings into practical technology improvements.
• Experience supporting production platforms through troubleshooting, enhancements, upgrades and continuous improvement.
• Strong problem-solving and communication skills, with the ability to work across operational, technical and client-facing teams.
• Curiosity about emerging technologies and a passion for improving customer and employee service experiences.

It would be great for you to have some of these nice to haves as well:

• Hands-on configuration or administration experience with Talkdesk, Genesys and/or ServiceNow.
• Experience implementing Virtual Agents, conversational AI or generative AI in a customer service environment.
• Experience with API-based integrations and workflow automation.
• Experience working in a managed services, Contact Centre or Service Desk environment.
• Relevant platform certifications.
• Bilingualism considered an asset, but isn’t required
• Eligibility for Government of Canada Security Clearance.

Total Rewards

The salary range for this position is $61,000 - $91,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.

We encourage you to connect with us at [email protected] if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or [email protected] for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.