Senior Manager, Global Contact Centre, Deloitte Global Technology

Job Type: Permanent
Work Model: Remote
Reference code: 135048
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Ottawa, ON

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

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

What will your typical day look like?

Work you'll do

We are looking for a professional with strong contact center technology experience to join our team in support of a Global Contact Center. Working with vendors and internal teams the resource must be able to integrate the business strategy and knowledge of software capabilities (current and future) into vision and direction for the GCC. This role will help drive the adoption of the current toolset, Genesys Cloud CX and ServiceNow as our CRM to ensure full functionality is being leveraged to support the business. Responsible to conduct research of industry trends and identify opportunities for leveraging current and evolving technologies.

Responsibilities include:

• Support the Product Group Leader in defining the Global Contact Center product strategy and roadmap
• Lead end-to-end delivery of strategic initiatives, ensuring execution, quality, and operational readiness.
• Provide day-to-day leadership for product managers, project managers, delivery teams, and strategic vendors.
• Drive portfolio planning, prioritization, and delivery across multiple products and technology workstreams.
• Partner with business, operations, architecture, engineering, and security teams to align requirements and delivery plans.
• Oversee product backlogs, release planning, dependency management, and delivery governance.
• Manage delivery risks, issues, resource planning, and escalations to ensure successful outcomes.
• Support executive communications, roadmap updates, business cases, and governance activities.
• Drive continuous improvement, automation, AI adoption, and platform modernization initiatives.
• Act as the primary operational leader for the portfolio, translating strategy into execution and ensuring delivery commitments are met.

About the team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough about us, let’s talk about you

Qualifications

Required:

• 15+ years of experience in technology delivery, including leadership of large-scale, complex programs.
• Experience in deploying, managing, and driving innovation for Contact Center technology using ServiceNow ITSM Good understanding of all aspects of Contact center operations.
• Requires ability to understand and relate to the business objectives and drive the application of technology solutions.
• Ability to research and stay current on contact center industry trends, identify technology
• opportunities, present them for consideration.
• Drive innovation for contact center automation, agent and customer satisfaction, and overall operational efficiency.
• Ability to adjust communications to both technical and non-technical audiences.
• Must have strong analytical abilities and organizational/planning abilities.
• Proven track record in managing multi-disciplinary teams and delivering enterprise-grade solutions.
• Strong stakeholder management and executive communication skills
• Advanced understanding of delivery methodologies (Agile, Waterfall, Hybrid).

Preferred:

• Contact Centre UX CX experience Genesys preferred, but other CCaaS solution experience considered.
• SAFe Agile and Project management skills
• BPO experience
• Certifications PMP, Scrum Master, AWS/Azure, etc.

Total Rewards

The salary range for this position is $104,000 - $215,000, 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.