Contact Center Engineer Manager

Position Summary

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 seeking a Contact Center Engineer Manager with proven expertise in cloud-based architectures and customer interaction platforms. In this leadership role, you will oversee pre-sales and post-sales solution delivery, guide cross-functional teams, and play a key role in shaping client strategy for next-generation contact center transformation. The ideal candidate is a hands-on architect with strong consulting acumen who thrives on building client relationships, mentoring talent, and driving innovation in customer experiences.

• Lead pre-sales and post-sales solutioning: Oversee and contribute to solution demos, technical presentations, and RFP responses; serve as the technical point of contact for customers and prospects
• Project Delivery and Oversight: Manage and participate directly in delivery of complex client solutions involving omni-channel orchestration, IVR/self-service, automation, conversational AI, and GenerativeAI technologies
• Client Engagement: Interface with client executives, business stakeholders, and technology leaders to align solutions with organizational strategy and customer experience goals
• Architect Solutions: Translate nuanced business requirements into scalable, high-value technical architectures leveraging CCaaS and cloud platforms
• Mentor and Develop Talent: Coach and guide junior team members, fostering professional development and building technical capabilities within the team
• Industry Leadership: Stay current on market trends, participate in thought leadership initiatives, and drive continuous improvement in methodologies and technical delivery
• Stakeholder Collaboration: Partner with internal business, sales, and technical teams to shape offerings and ensure integrated, high-quality delivery

• Bachelor's degree
• 5+ years' progressive experience in contact center engineering, with demonstrated solution architecture and client delivery responsibilities
• Leadership experience supporting pre-sales and post-sales cycles, including leading solution demos, technical presentations, and RFP responses
• Proven ability to convert client business strategies into actionable technical roadmaps and articulate business value to diverse audiences
• Deep expertise in CCaaS solutions such as Genesys, Amazon Connect, Five9, NICE, or Google Cloud Contact Center, including hands-on implementation
• Broad experience with omni-channel orchestration, IVR/self-service, automation, conversational AI, and GenerativeAI integrations
• Advanced understanding of cloud architectures and integrating customer engagement tools across multiple platforms
• Exceptional skills in stakeholder engagement, collaboration, project management, and client leadership
• Strong communication skills, with a track record of advising and influencing both technical and business stakeholders
• 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

• 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