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Job Description
Genesys Senior Consultant, Technical Transformation
Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.
Work you'll do
As a Senior Consultant, Technical Transformation on the Sales & Service team, you will be responsible for:
Assess current-state contact center operations, integrations, and business and operational requirements to support modernization efforts
Identify gaps, risks, dependencies, and modernization opportunities across telephony, routing, interactive voice response, reporting, and platform configuration
Develop and present recommendations for the target-state Genesys Cloud CX solution and implementation approach
Lead configuration and implementation of Genesys Cloud CX capabilities, including Architect flows, routing, queues, user setup, permissions, and reporting
Partner with architects, business stakeholders, and integration teams to translate requirements into scalable solution designs and support testing, defect resolution, cutover, and deployment readiness
Produce technical documentation and implementation artifacts
A successful candidate would possess these skills:
Ability to work independently and collaborate as part of a team
Effective written and verbal communication skills
Meticulous attention to detail and quality of work product
Ability to build and sustain professional relationships
Ability to lead projects or workstreams
Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
Strong interpersonal skills and professional demeanor
Ability to meet deadlines
Ability to provide clear guidance to others
The team
Deloitte's Government & Public Services (GPS) practice - our people, ideas, technology and outcomes - is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
Our Sales & Service offering designs and implements sales and service experiences, capabilities, and architectures required to bring customer strategies to life.
Qualifications
Required:
4+ years of hands-on experience implementing Genesys Cloud CX in production environments
2+ years of experience configuring Genesys Cloud CX Architect flows, queues, routing, user setup, permissions, and reporting
2+ years of experience assessing current-state contact center environments and developing target-state solution recommendations and implementation approaches for contact center modernization efforts
2+ years of experience supporting testing, defect resolution, cutover, and deployment activities for contact center implementations
Ability to travel 0-25%, on average, based on the work you do and the clients and industries/sectors you serve.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Preferred:
Experience leading contact center transformation or migration efforts
Experience working directly with clients to assess business and operational requirements and support solution delivery
Genesys Cloud CX certification(s)
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $116,200 to $229,100.
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.
