Summary

Position Summary

#S&S2027

#CCaaS

Customer

The Customer Team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.

Position Summary

Level: Senior Consultant, Technical Transformation or equivalent

As a Senior Consultant at Deloitte Consulting, you will design, develop, and deploy enterprise-scale software solutions, lead the creation of robust pipelines and manage code deployment across environments. You will collaborate with cross-functional, global teams to translate functional requirements into effective deliverables, independently guiding and mentoring junior team members. Your role spans the full project lifecycle, including estimation, planning, execution, and tracking key metrics for analysis, ensuring high-quality and timely delivery of solutions.

Work you'll do:

Assess current contact center environments, including routing, IVR, reporting, integrations, and platform setup, and recommend target-state improvements.
Lead or support Five9 CCaaS implementations, migrations, and enhancements aligned to business and operational requirements.
Configure Five9 capabilities such as inbound/outbound campaigns, queues, skills, routing strategies, IVR/IVA flows, and system settings.
Design and build integrations with CRM and ITSM platforms such as Salesforce, Dynamics, ServiceNow, and Zendesk using APIs, webhooks, and related tools.
Perform testing, troubleshooting, and issue resolution across application, network, and SIP/VoIP layers.
Analyze performance data and reporting to identify improvement opportunities in service levels, customer experience, and agent productivity.
Act as a trusted advisor to client stakeholders and translate technical concepts into practical business recommendations.

The team:

Step into our Sales & Service team, where technology powers business impact and innovation drives everything we do. As a global, dynamic group, we deliver seamless, end-to-end solutions—advising on strategy, implementing advanced CRM or back-office platforms, and enabling continuous business improvement. Here, you'll collaborate with passionate, creative minds to transform sales models, elevate service excellence, and optimize customer operations. If you're ready to grow your expertise, make bold ideas real, and help redefine the customer experience for leading organizations, this is your next big move. Join us and shape the future of sales and service!

Qualifications

Must Have Skills/Project Experience/Certifications:

6 - 10 years of hands-on experience in contact center consulting or professional services experience, with strong hands-on experience in Five9.
Strong knowledge of contact center fundamentals, including IVR, ACD, routing strategies, campaigns, and reporting.
Experience with Five9 VCC, IVA, and Studio configuration.
Working knowledge of REST/SOAP APIs, integrations, and basic UI customization using JavaScript/HTML/CSS.
Strong communication, documentation, stakeholder management, and problem-solving skills.

Good to Have Skills/Project Experience/Certifications:

Experience with WEM/QM, Agent Assist, AI Insights, Guidance Cards, and broader workforce/contact center optimization capabilities.
Exposure to microservices-based cloud applications and deployment models.

Education:

BE/B.Tech/M.C.A./M.Sc (CS) degree or equivalent from accredited university

Location:

Bengaluru/Hyderabad/Pune/Chennai

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Our purpose

Deloitte's purpose is to make an impact that matters for our people, clients, and communities. At Deloitte, purpose is synonymous with how we work every day. It defines who we are. Our purpose comes through in our work with clients that enables impact and value in their organizations, as well as through our own investments, commitments, and actions across areas that help drive positive outcomes for our communities.

Our people and culture

Our 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 ways of thinking, ideas and perspectives, and bring more creativity and innovation to help solve our clients most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

At Deloitte, professionals have the opportunity to work with some of the best and discover what works best for them. Here, we prioritize professional growth, offering diverse learning and networking opportunities to help accelerate careers and enhance leadership skills. Our state-of-the-art DU: The Leadership Center in India, located in Hyderabad, represents a tangible symbol of our commitment to the holistic growth and development of our people. Explore DU: The Leadership Center in India .

Benefits To Help You Thrive

At Deloitte, we know that great people make a great organization. Our comprehensive rewards program helps us deliver a distinctly Deloitte experience that helps that empowers our professionals to thrive mentally, physically, and financially—and live their purpose. To support our professionals and their loved ones, we offer a broad range of benefits. Eligibility requirements may be based on role, tenure, type of employment and/ or other criteria. Learn more about what working at Deloitte can mean for you.

Recruiting tips

From developing a stand out resume to putting your best foot forward in the interview, we want you to feel prepared and confident as you explore opportunities at Deloitte. Check out recruiting tips from Deloitte recruiters.

Requisition code: 353226

Five9- Senior Consultant, Technical Transformation- Sales & Service- Customer