Service Excellence Contact Center Senior Consultant (Genesys Cloud CX)
Looking for a world of opportunities and a fulfilling career?
We are a creative digital consultancy. We combine leading digital and creative capabilities with the deep industry knowledge and experience Deloitte is known for. That means, our clients can bring us their biggest challenges, knowing we have what it takes to bring a business vision to life.
Work you’ll do
· Practitioners will integrate and learn from talented colleagues who have focused around core domains that we may not have had visibility into.
· Our move towards integrated solutions demands that everyone adopt a growth mindset and invest in expanding their understanding of what we bring to the marketplace.
· Practitioners will be able to develop skills in a Portfolio that represents the unification of the some of the most diverse, globally recognized brands and businesses in the organization—an exciting opportunity for their career development.
The Team
The Customer & Marketing Offering Portfolio integrates our most differentiated, globally recognized customer and marketing businesses. It focuses on owning the commercial agenda through growth strategy, enhanced user experiences, and engagement through the entire customer lifecycle. From our core strengths in creative design, to strategy, platforms and solutions, as well as our continued growth through acquisitions, we are specifically positioned to bring fully integrated solutions to our clients.
We are all consumers and personal marketers. This reality is what makes the Customer & Marketing Offering Portfolio so exciting. What we deliver in the market each and every day directly impacts who we are as customers. We are able to deliver on outcomes for the very products and services that we have the privilege of engaging with ourselves.
Our Digital Customer team focuses on designing and implementing sales and service experiences, capabilities, and architectures to bring customer strategies to life. Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies. We help make the “creative digital consultancy” real and in doing so, make new markets.
Professionals will serve our clients through the following types of work:
· Digital Customer | delivers sales and service strategies and plans, operating model definition, incentive design and implementation, and operations support for digitally-enabled sales, channel, and customer service capabilities
· Digital Experience | creates engaging omni-channel digital experiences across web, mobile, AR/VR, voice, gesture, IoT, and video
· Flexible Consumption | the commercial strategy, operating model definition, and capability delivery of subscription/flexible consumption business models
· Digital Foundry | a flexible, end-to-end delivery model emphasizing innovation and disruption
· DigitalMix | an integrated set of platforms to enable business re-platforming
Qualifications and Experience
Required:
- A minimum of 5 years of consulting/ industry experience
- Professional Qualification- B.E./B.Tech./MCA/MSC/MS
- Preferred candidate – with Genesys Cloud CX certifications.
o Genesys Cloud CX Enablement and Configuration
o Hands on Genesys Cloud CX Technology suite applications.
o Flow Development (Voice and Digital)
o Web Services Integration – Data Actions, Integrations and OAuth
o Custom Reports
o Deployment through CI/CD pipeline
o Agent scripting – Customization of agent desktop
o Utilizing Genesys Cloud CX Platform API
o Interaction Routing
o Outbound Dialer and configurations
o Interaction with 3rd Party (Web Chat, Data DIP, Salesforce, etc.)
o Telephony setup – BYOC and GCV.
· Expertise in the below skills
o Call center
o Contact center as a Service (CCaaS)
o Conversational AI
o GenAI
o ACD (Automated Call or Contact Distribution)
o CTI (Computer Telephony Integration)
o IVA (Interactive Voice Assistant – AI-enabled IVR)
o IVR (Interactive Voice Recognition)
o VoIP (Voice over Internet Protocol)
o WebRTC (Web Real Time Communications)
o Omni-channel
o Multi-channel
How you’ll grow
At Deloitte, we’ve invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources including live classrooms, team-based learning, and eLearning. DU: The Leadership Center in India, our state-of-the-art, world-class learning Center in the Hyderabad offices is an extension of the DU in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India