Empleo de Contact Center Senior Consultant en Querétaro, Querétaro - Vacante 102898

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Contact Center Senior Consultant en Deloitte Delivery Nearshore México

Sueldo oculto


Empleado de tiempo completo

Inglés: Nivel Avanzado

Are you an experienced, passionate pioneer in technology?   


Contact Center Senior Consultant (Genesys, Amazon Connect, Five9) Who wants to work in a collaborative environment?   

Contact Center Senior Consultant (Genesys, Amazon Connect, Five9) – Deloitte America´s Nearshore Mexico


Digital Customer is collaborating with clients in ways never thought possible before.  We are creating, developing, designing, and implementing in ways that will change the digital landscape forever. Our Digital Customer strategy is to help clients define strategies, build brands, create experiences, and deliver platforms.


Deloitte America´s Nearshore Mexico  is a member of the Global Delivery Network which has presence across the world with Delivery centers in the United States, Romania, India, Spain, China, and the Philippines. Deloitte  America´s Nearshore Mexico  has presence in Queretaro, Mexico City, Aguascalientes, Guadalajara and Monterrey and near cities . We provide consulting services to help our clients achieve a higher level of service in operational efficiency and business value. We are a team of professionals passionate about serving clients with distinction and learning, and we are driven by our purpose: Making an impact that matters for our clients, our people, and society.


Contact Center Senior Consultant (Genesys, Amazon Connect, Five9)



Position Summary


Customer & Marketing is creating a new model for a new age-we’re an agency and a consultancy. Understanding the digital space and preparing for what’s next is at our core. We help clients reimagine how profits are made, how relationships are created and managed; we reshape how work gets done and rewire the competitive fabric of entire industries. That’s the power of driving disruption. That’s Customer & Marketing.


Work you’ll do



The ideal candidate has as desirable certified in Genesys Cloud CX developers, architects, or cloud-based contact center tech platforms – Five9, CXone, Amazon Connect, Cisco WebEx CC, also with global SI experience with prior experience working for a Global SI doing Genesys design and implementation work. Several years minimum hands-on experience deploying contact center technology solutions as part of a consulting organization, software vendor’s professional services team, or vendor’s product development team.






The Team



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:


• Customer Operations | modernize, deploy, and operate office capabilities and business processes across sales operations, quote-to-cash, and revenue management team


• Sales Excellence & Service Excellence | Integrate the latest technologies with leading-edge strategies, insights, experiences, and talent to enable outstanding customer service


Required Qualifications:



·         5 years or more of experience as Member, senior member, lead, director of professional services teams delivering full life-cycle services related to contact center technology.  Services may range from pre-sales solution engineering, discovery/requirements, design, and implementation. May also include software selection assistance

·         Telecommunications/voice and data network solution design and delivery

·         Selection, design, development, and/or enhancement of self-service customer service technologies including Chatbot, IVR, asynchronous messaging

·         Speech analytics selection, implementation, support

·         Industry experience could include support of customer service, inside sales, HR/employee contact centers


Preferred Skills :

·         Business case development

·         Technical project management

·         Technical solution design

·         Leadership of professional services teams

·         Presentation and communications

  • Demonstrated technical problem-solving proficiency
  • Excellent analytical and advanced troubleshooting skills with end-users/customers
  • Excellent customer service and communication skills, both verbal and written
  • Experience developing and maintaining positive and productive relationships with clients
  • Ability to multitask and work well in a fast-paced environment
  • Minimum education level: undergraduate degree. Preferred MBA or MS in tech-related field .


  Our people and culture    

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.  


 All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, citizenship, immigration condition or status, national origin, age, sex, pregnancy, gender, gender identity/expression, sexual orientation, marital status, disability, genetic information, veteran status, opinions as interpreted by the labor authorities and/or courts, social- economic status and social condition as interpreted by the labor authorities and/or courts or any other legally protected basis, in accordance with applicable federal, state or local law. 

       Professional development    

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.  

  Employment Eligibility     

·          Before any practitioner begins working with Deloitte, the candidate should provide documentation validating their employment eligibility upon starting work.