T&T Consultant - Deloitte Digital (Genesys Cloud Implementation) - MY

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices.

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Work you'll do:

As a Genesys Cloud Implementation Consultant, you will work closely with clients, business stakeholders, solution architects, and project teams to design, configure, test, and deploy Genesys Cloud CX solutions across voice and digital engagement channels. This role requires a strong understanding of contact center operations, customer experience processes, and Genesys Cloud platform capabilities.

Platform Implementation & Configuration

• Configure and implement Genesys Cloud CX solutions across core platform capabilities
• Support deployment activities including environment setup, migration support, release coordination, and go-live support
• Configure and maintain:
  • Telephony configuration (SIP, Trunks, Phones, DID routing, etc.)
  • Inbound and outbound voice services
  • Routing strategies, queues, skills, and call distribution logic
  • User management, roles, permissions, SSO and identity integration
  • Email routing and digital channel configuration (chat, messaging, social where applicable)
  • IVR and call flow configuration using Genesys Architect
  • Dialler and campaign management
  • Reporting and analytics dashboards
  • Workforce Management
  • Quality Management
  • Knowledge Management

Solution Delivery

• Participate in discovery workshops and requirements gathering sessions
• Translate business requirements into functional platform configurations
• Support solution documentation including configuration specifications, process flows, test scripts, and deployment guides
• Conduct functional testing, SIT/UAT support, defect management, and post-go-live stabilization
• Collaborate with technical and integration teams to support end-to-end solution delivery

Client & Stakeholder Management

• Work directly with client stakeholders in a consulting and advisory capacity
• Provide demonstrations, walkthroughs, and knowledge transfer sessions
• Support change management and user adoption activities
• Communicate project status, risks, and dependencies effectively across teams

Your role as a leader:

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, Consultants across our Firm are expected to:

• Demonstrate a strong commitment to personal learning and development.

• Understand how our daily work contributes to the priorities of the team and business.

• Understand the set expectations and demonstrate accountability in keeping personal performance on track.

• Actively focus on developing effective communications and relationship-building skills with stakeholders, clients and team.

• Demonstrate an appreciation for working with others.

• Understand what is fundamental to Deloitte’s success as a business.

• Demonstrate integrity and an awareness of strengths, differences, and personal impact.

• Develop their understanding of Deloitte and offer a fresh perspective.

Requirements:

• Bachelor’s degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience
• Minimum 3 years of experience in a client-facing implementation or consulting role
• Hands-on experience implementing or configuring Genesys Cloud CX or similar CCaaS/contact center platforms
• Strong understanding of contact center operations and customer service workflows
• Experience configuring contact centre platform capabilities including voice, routing, queues, IVR, dialer, and digital engagement channels
• Experience with telephony and voice deployment concepts including SIP, trunks, DID routing, inbound/outbound call flows, voice routing, and network readiness considerations
• Exposure to reporting, analytics, or dashboard configuration
• Experience participating in end-to-end implementation projects
• Strong communication and stakeholder management skills
• Ability to work across both business and technical teams
• An appreciation of the consulting lifestyle and ability to travel (both locally and abroad) is a pre-requisite to fit to our short-term and long-term project assignment
• Willingness to work outside of office base

Nice to Have:

• Experience with Outbound Dialler, Workforce Management (WFM), Quality Management (QM), or Knowledge Management (KM)
• Exposure to AI-powered customer experience capabilities such as Agent Copilot, AI Studio, Predictive Engagement, Predictive Routing, Virtual Agent, Speech Analytics, or AI-generated summaries
• Genesys Cloud CX certification (e.g., Genesys Cloud CX Certified Professional / Developer / Architect / Scripting / WFM / Outbound / QM / AI Digital Bots certifications)
• Experience supporting multi-region contact center deployments

Due to volume of applications, we regret that only shortlisted candidates will be notified.

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Shortlisted candidates will only be contacted through official Deloitte email addresses ending with @deloitte.com.