Senior Contact Center Engineer

Deloitte • Mclean, VA • 13h ago

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.

We are looking for a Contact Center Engineer who has hands-on experience with cloud-based contact center technologies and a strong interest in advancing customer interaction solutions. In this role, you will work directly with clients and project teams to support both pre-sales and post-sales efforts, building your consulting expertise while helping deliver cutting-edge solutions in customer experience.

Work You'll Do

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

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 Digital Foundry, Operate, & Innovation offering designs and delivers ongoing services to run our clients' customer digital businesses. Also includes the innovation and assets team, responsible for orchestrating the broader OP innovation agenda and solution/accelerator development.

Qualifications

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

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.

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Similar Jobs

Community Technician (Rockville)

Maryland Treatment Centers, Inc. • Rockville, MD • 1h ago

IT & Engineering

Community Technician (Rockville) EVENING AND WEEKENDS SHIFTS AVAILABLE Maryland Treatment Centers Inc. is a growing regional behavioral health provider focused on clinical excellence, innovation, and scholarship. We are...

1h ago

Go to Apply

Data Center Electrical Engineer (Mechanical)

Veolia North America • Ashburn, VA • 1h ago

IT & Engineering

Company Description Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country's largest private water operator and technology provider as well as ha...

1h ago

Go to Apply

Mechanical Engineer IV

VTG • Washington, DC • 2h ago

IT & Engineering

Overview We are seeking a senior Mechanical Engineer to support our Washington, DC office. Candidate will review and analyze UxV designs, support design and construction activities, and assess contractor engineering and...

2h ago

Go to Apply

Mechanical Engineering Lead

Bechtel Corporation • Reston, VA • 2h ago

IT & Engineering

Requisition ID: 291207 Relocation Authorized: National - Family Telework Type: Part-Time Telework Work Location: Reston, VA Extraordinary teams building inspiring projects: Since 1898, we have helped customers complete m...

2h ago

Go to Apply

Senior Mechanical Engineer

Bechtel Corporation • Reston, VA • 2h ago

IT & Engineering

Requisition ID: 291208 Relocation Authorized: National - Family Telework Type: Part-Time Telework Work Location: Reston, VA Extraordinary teams building inspiring projects: Since 1898, we have helped customers complete m...

2h ago

Go to Apply

Systems Engineer (Top Secret Clearance Required)

Latitude Inc • Fort Meade, MD • 3h ago

IT & Engineering

Security Clearance Requirement • Active Top Secret clearance is required A technology services organization is seeking an experienced Systems Engineer to support secure enterprise IT environments for government and gover...

3h ago

Go to Apply

Electrical Engineer

Latitude Inc • Washington, DC • 3h ago

IT & Engineering

Applicants must be U.S. citizens and able to successfully complete a National Agency Check or SF-85P (NACI). An established engineering and technical services organization is seeking an experienced Electrical Engineer to...

3h ago

Go to Apply

Full Stack Developer (Prior Government Experience Preferred- Hybrid in VA)

Latitude Inc • Sterling, VA • 3h ago

IT & Engineering

Our client is seeking an experienced Full Stack Developer (Java/Spring Boot and Angular) to support a federal client that is about 8 months in a multi-year contract. This role involves designing and building custom softw...

3h ago

Go to Apply

(USA) Network Engineer III, Information Security

Walmart • Herndon, VA • 5h ago

IT & Engineering

Position Summary... The Network Engineer III, Information Security, plays a critical role in designing, implementing, and maintaining secure network infrastructures aligned with business objectives and industry standards...

5h ago

Go to Apply

Capital Markets Technology Leader

Accenture • Arlington, VA • 12h ago

IT & Engineering

WE ARE: Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue g...

12h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.