#S&S2027
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 CXone ACD: skills, queues, routing strategies, priorities, agent profiles, and business rules.
- Build and maintain IVR/call flows (voice and digital) using CXone scripting/tools (as applicable) and best practices for containment and handoff to agents.
- Develop integrations using CXone APIs (REST) for customer lookup, case creation, call/activity logging, dispositioning, callbacks, and workflow automation.
- Implement CRM/CTI capabilities (screen pops, click-to-dial, interaction logging) with platforms like Salesforce or Dynamics 365.
- Support digital channels (chat, SMS, email, social) routing and configuration where used.
- Configure and maintain reporting/analytics: interaction data extracts, KPI dashboards, and reconciliation with source-of-truth systems.
- Troubleshoot and resolve issues across routing, agent desktop behavior, integrations, and data flows; perform root-cause analysis and prevention.
- Ensure solutions meet security, privacy, and compliance requirements (PII/PCI handling, access controls, auditability).
- Produce technical documentation: design specs, configuration inventories, test plans, deployment/runbooks, and operational handover.
- Collaborate in Agile delivery: estimation, sprint execution, UAT support, and release management.
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 1–2+ years hands-on with NICE CXone (inContact).
- Strong experience with ACD/routing configuration (skills, queues, priorities, SLAs, overflow/after-hours, callbacks).
- Hands-on experience with CXone REST APIs and integration patterns (auth, retries, error handling, logging, observability).
- Proficiency in at least one integration language (e.g., JavaScript/TypeScript, Python, Java, C#) and solid JSON/data mapping.
- Experience implementing CRM/CTI integrations (screen pop, click-to-dial, interaction logging, dispositions).
- Working knowledge of telephony fundamentals (SIP/PSTN concepts, call flows, DTMF) sufficient for troubleshooting with voice/network teams.
- Strong debugging skills and ability to translate business requirements into technical designs.
Good to Have Skills/Project Experience/Certifications:
- NICE CXone certifications (or comparable CCaaS certifications).
- Experience with WFM/QM/analytics modules (if in scope), speech analytics, or conversational AI/IVA tools.
- Experience with SSO/SAML, role-based access control, and enterprise identity patterns.
- Data/BI skills: SQL and dashboarding tools (Power BI/Tableau).
- Experience in regulated environments (PCI, HIPAA, SOX) 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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