The future is full of possibility, agility and Cloud. Do you want to shape the
future of cloud experiences? So do we. Deloitte Cloud Transformation imagines,
delivers and runs innovative Cloud solutions for the UK s most prominent
companies using a combination of open source software, cloud-native
technologies, thought leadership and a focus on business value. We pride
ourselves on the quality of our staff and offer unique opportunities to learn,
grow and lead in exciting new areas such as infrastructure-as-code, DevOps,
containers, platform-as-a-service, CI/CD and micro-services.
Do you want to transform customer experience at some of the biggest companies
in the world?As a world leader in business and technology transformation, we
help our client deliver the real transformation that underpins outstanding
customer service. At Deloitte you will help design and implement next
generation contact centre services for our client that will make a real impact.
If you are excited by the challenge of delivering some of the most complex and
challenging customer experience transformation programmes, then read on.
Want to work with the latest technologies, as part of a team helping
international organisations transform their core business capabilities? Whether
you re working with on-premise systems, Cloud technology, or custom-develop
solutions (to name just a few), your expertise will help clients deliver
continuous improvement and innovation, from initial design right through to
implementation and optimization.
You will have a pivotal role in implementing transformational contact center
technologies and help customers driving modernization of the operations and
customer experience leveraging cloud based contact centre technologies
including the Amazon Connect services.
Depending on your experience and skills, your responsibilities will include one
or more of the following:
Architecting and building large-scale contact center solutions, which integrate
smoothly in cloud and hybrid operating models.Advising on competing solution
and product choices aligned to the key business requirements.Maintaining domain
knowledge and expertise in contact center best practices leveraging cloud based
solutions and methodologies.Build relationship with client s technical
leaders and demonstrate deep understanding of customer service methodologies
and best practices for a service organisation focusing on contact centers and
contact center key metricsLead discussions with business and technical
audiences on customer experience journeys and transformation of their front
office processes.Deliver working prototype solutions, POCs that make the best
use of Amazon Connect, AWS AI, and the AWS cloud services using near/off
shore teams as appropriate.Assist in positioning potential technology options
and the underlying business caseYour work, your choice
At Deloitte we believe the best impact is the value we add, not the hours we
sit at our desk. We carefully consider agile ways of working, both formal and
informal, that allow for the best impact for our people and our clients. Please
speak to your recruiter about the working pattern that works best for you.
Your home office will be London or one of our regional offices, but this
client-facing role provides lots of opportunity for travel in the UK and
This is a permanent contract opportunity.
Your professional experience
Your background will include experience in one or more of the following areas:
Ability to demonstrate how cloud contact centre technologies can be leveraged
to drive enhancements in business process and performance, support broader
digital transformation and underpin improvements in customer
experienceExperience in integrating cloud contact centre products with the
broader enterprise infrastructure and communication technologiesProven
knowledge of Contact Center technologies including Interactive Voice Response
(IVR), Voice Biometrics, Natural Language Processing, Telephony Integration
CTI, Automatic Call Distribution ACD, Call Recording, etc.Experience designing
and building integrations across WFM, CRM, Unified Communications, and voice
services.Experience with Amazon Connect and the breadth of functionality
offered, including how that compares with other leading cloud contact centre
technologiesExperience with AWS technologies such as AWS Lambda, Amazon Lex,
DynamoDB, S3, Sagemaker etc and how they may be leverage alongside Amazon
Connect to enhance contact centre performanceExperience with modern Web
technologies including React and Node.js as well as REST API design on modern
web stacks such as Node.js or PythonExtensive knowledge of infrastructure
planning and operations, design and deployment, as well as system life cycle
managementYour service line: Consulting
Our people and the way we work are the two things that set us apart in the
consulting universe. For us, collaboration is fundamental to success, along
with an unrivalled depth and breadth of expertise. We work closely with our
clients and each other, at every stage of every project, solving our clients
trickiest problems with a mix of knowledge, creativity and intellectual rigour.
A hugely diverse range of clients rely on us to deliver the kind of change that
adds genuine, lasting value to their business.
Regulation and controls are standard practice in our industry and Deloitte is
no exception. These controls provide important legal protection for both you
and the firm. We are subject to a number of audit regulations, one of which
requires that certain colleagues abide by specific personal independence
constraints. This can mean that you and your “Immediate Family Members” are not
permitted to hold certain financial interests (shares, funds, bonds etc.) with
audit clients of the firm. The recruitment team will provide further detail as
you progress through the recruitment process.
Our Purpose & Strategy
To make an impact that matters for our clients, our people and society –
defines who we are and what we stand for. Our purpose provides the foundation
for our strategy and our aspiration to be the undisputed leader in professional
services: this is not about size, it’s about being the first choice. The first
choice for the largest and most influential clients, and the first choice for
the best talent.
What do we do?
Deloitte offers global integrated professional services that include Audit &
Assurance, Consulting, Financial Advisory, Legal, Risk Advisory and Tax
Consulting. Our approach combines intellectual leadership, industrial
expertise, insight, consulting & problem solving capabilities whatever the
role, technology revolutions and innovation from multiple disciplines to help
our clients excel anywhere in the world.
Deloitte North and South Europe
The UK is part of Deloitte North and South Europe (NSE), the second largest
member firm in the Deloitte network. Deloitte NSE combines operations in
Belgium, Central Mediterranean (Italy, Greece, Malta), Ireland, the Middle East
(Bahrain, Cyprus, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Oman,
Palestinian Ruled Territories, Qatar, Saudi Arabia, United Arab Emirates,
Yemen), the Netherlands, the Nordics (Denmark, Finland, Iceland, Norway and
Sweden), Switzerland and the UK. Deloitte NSE brings together 2,700 partners
and over 50,000 people, combining our unmatched breadth and depth of
capabilities in audit and assurance, consulting, financial advisory, risk
advisory, and tax and legal across the region. Being part of Deloitte NSE
supports our aspiration to be the undisputed leader in professional services
and will create more opportunity and growth for our people.
What do we value?
What brings us all together at Deloitte? It s how we approach the thousands
of decisions we make every day. How we behave, our beliefs and our attitudes.
In other words: our values. Whatever we do, wherever we are in the world, we
lead the way, serve with integrity, take care of each other, foster inclusion,
and collaborate for maximum impact. These five shared values lead every
decision we make and action we take, guiding us to deliver impact how and where
it matters most.
Being a Leader at Deloitte
Cultural fit and purpose-led leadership is crucial for Deloitte. Our leaders
always set the example and inspire their colleagues. They make quality time for
people and take an interest in them. They know what matters to people – both
inside and outside work and value them as individuals; always finding
opportunities to develop them while showing respect and appreciation.
We expect colleagues at all levels to embrace and live our purpose and our
leadership culture by challenging themselves to identify issues that are most
important for our clients, our people, and for society and make an impact that
we act as a role model, embracing and living our purpose and values, and
recognising others for the impact they makeWe develop talent: we develop high-
performing people and teams through challenging and meaningful opportunitiesWe
drive performance: we deliver exceptional client service; maximise results and
drive high performance from people while fostering collaboration across
businesses and bordersWe believe positive influence can make an impact that
matters: we influence clients, teams, and individuals positively, leading by
example and establishing confident relationships with increasingly senior
peopleWe move, together, towards a strategic direction: we understand key
objectives for clients and Deloitte, aligning people to objectives and setting
priorities and direction.WPFULL SLCONS BABSOP CFTECH LOCOFFICE
Deloitte LLP is a limited liability partnership registered in England and Wales
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