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: Consultant, Technical Transformation or equivalent

As an experienced Consultant at Deloitte Consulting, you will be responsible for individually delivering high quality work products within due timelines. Need-basis you will be mentoring and/or directing junior team members/liaising with onsite/offshore teams to understand the functional requirements.

Work you'll do:

Configure and enhance Five9 ACD capabilities: skills, queues, IVR/IVA, call flows, routing strategies, agent profiles, and campaigns.

Build and maintain integrations between Five9 and external systems (e.g., CRM such as Salesforce/Dynamics, ticketing, identity/SSO, data/warehouse).
Develop using Five9 APIs (REST) and platform features (CTI/CRM adapters where applicable), including event handling, screen pops, click-to-dial, and dispositioning.
Implement automation and data workflows: call logging, activity creation, customer lookup, case creation, callbacks, and post-call processing.
Support reporting/analytics needs: business dashboards, operational KPIs, data extracts, and reconciliation between Five9 and source systems.
Troubleshoot production issues (routing, audio, agent login, integration failures), perform root-cause analysis, and implement fixes with proper change control.
Ensure solutions meet security, privacy, and compliance requirements (PII handling, access control, retention).
Create technical documentation: configuration specs, runbooks, test plans, deployment steps, and operational handover.
Participate in Agile delivery: estimation, sprint execution, code reviews, CI/CD practices where applicable.

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:

3 - 6 years of hands-on experience in contact center engineering/development with at least 1–2 years hands-on with Five9.
Strong experience with Five9 Studio/IVR and routing/ACD configuration (skills, queues, priority, agent states, campaigns).
Hands-on experience building API-based integrations (REST, OAuth/token auth patterns), plus solid JSON/data mapping.
Proficiency in at least one general-purpose language commonly used for integrations (e.g., JavaScript/TypeScript, Python, Java, C#) and writing maintainable, testable code.
Experience with CRM integrations (Salesforce/Dynamics or similar) and common contact center patterns (screen pop, call logging, CTI).
Working knowledge of telephony fundamentals (SIP, PSTN basics, call flows, DTMF, codecs concepts) sufficient to troubleshoot with telecom partners.
Strong debugging skills across logs, API traces, and platform configuration; ability to translate business requirements into technical designs.

Good to Have Skills/Project Experience/Certifications:

Five9 certifications (if available/active) or comparable CCaaS certs.
Experience with WFO/WFM/QM integrations, speech analytics, or AI/IVA platforms.
Data/BI skills: SQL, Power BI/Tableau, building KPI layers for contact center reporting.
Experience with SSO/SAML, SCIM provisioning, and enterprise identity patterns.
Prior work in regulated environments (HIPAA, PCI, SOX, CJIS) and secure SDLC.

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: 353222

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