Global Contact Center, Product Leader (Senior Manager), Deloitte Global CoRe

Deloitte View all jobs

  • Canada
  • Permanent
  • Full-time
  • 21 days ago
We use cookies to offer you the best possible website experience. Your cookie preferences will be stored in your browser's local storage. This includes cookies necessary for the website's operation. Additionally, you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website's performance, as well as cookies used to display content tailored to your interests. Your experience of the site and the services we are able to offer may be impacted if you do not accept all cookies. Modify Cookie PreferencesReject All Cookies Accept All CookiesSearch JobsSearch JobsJob DescriptionApply nowStartPlease wait...Job Title: Global Contact Center, Product Leader (Senior Manager), Deloitte Global CoRePosting Start Date: 2/19/26Job Description:--Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.What will your typical day look like?Work you'll doWithin the Digital, Data, Analytics & Innovation (DDAI) team that exists within Deloitte's CoRe Global Business Services organization, the Product Leader provides leadership and strategic direction for Deloitte's Global Contact Center's technology platforms, specializing in ServiceNow. The position works closely with the business to bring their vision and strategy to life, providing guidance on effective practices and bringing a forward-looking perspective that encourages ongoing innovation and continuous improvement.The Product Lead partners closely with our technology delivery teams to drive forward planned roadmap and to make the most of the technology in support of business needs. Partner with technology delivery team and business leaders to manage programs that modernize agent and customer experiences using ServiceNow and related contact-center platforms, drive digital transformation, and coordinate cross-functional teams to deliver measurable business outcomes for the contact center. In addition, partners with the business to help drive adoption and overall use of the products in their portfolio, working with the business to identify KPIS and usage patterns and coordinating with other teams in Global Contact Center. This role reports into the DDAI Platform Leader and leads a team in DDAI of professionals dedicated to supporting the Contact Center.Key Responsibilities:
  • Collaborate with business and Deloitte Technology to develop and execute a ServiceNow-focused strategic roadmap, enhancing user experience and supporting transformation programs.
  • Work with business stakeholders to understand strategic objectives and support bringing the strategy to life by supporting the delivery of strategic initiatives, understanding business problems and translating them into opportunities that can be addressed with the use of technology.
  • Lead the design and adoption of ServiceNow functionality to streamline operations and enhance customer and agent user experience for the contact center.
  • Understands the integration between ServiceNow and Genesys.
  • Collaborate with stakeholders to assess As-is and To-be processes, clarify requirements, determine success criteria, and help the business prioritize features that match strategic goals.
  • Work with stakeholders, our team and with Deloitte Technology delivery team to manage successful delivery of initiatives and Member Firm deployments, including capturing requirements, facilitating user testing of functionality and solutions across large, complex enterprise applications
  • Partner with technology counterparts to prioritize delivery team efforts, balancing stakeholder enhancements, production support issues and infrastructure upgrades
  • Support delivering complex projects across multi-geo, multi-lingual organizations to ensure the technical solution aligns with the business needs.
  • Actively engage in understanding business goals, pain points, agent and customer experience, and demonstrate curiosity to stay current with the evolving technology landscape to identify new opportunities that help optimize and automate the contact center
  • Keep up-to-date with industry and technology trends to offer recommendations on future directions and features that will benefit the business.
About the teamGlobal CoRe provides seven fundamental services to Deloitte around the world: knowledge services, creative services, contact center, data management assessment services, data protection, procurement, and real estate. We develop new and innovative ways to improve how these services are delivered across the organization, leveraging our global scope and strength to serve our organization within and across borders.Enough about us, let's talk about youEducation: Bachelor's degree in a related field (Business Administration, Information Systems, Computer Sciences) required.
Years of Experience: Minimum of 10 years of related technology project management, enterprise product platform delivery, systems integration experience, business process requirements gathering, large system testing and managing complex programs in the Contact Center.Other Qualifications:
  • Excellent stakeholder management required, with the ability to translate technical trade-offs into business outcomes
  • Experience with Contact Center platforms, tools and technologies required
  • Experience implementing automation initiatives and Ai-driven solutions in a contact center preferred that help drive deflections to lower cost channels, improve AHT, MTTR, FCR, CSAT, and other KPIs
  • Working experience with ServiceNow and Genesys integration is preferred
  • Experience having a lead role in technology projects across all aspects of the systems development life cycle
  • Ability to provide direction to product and project team members, including time management and mentoring
Total RewardsThe salary range for this position is $104,000 - $215,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.Apply nowStartPlease wait...Get connectedServicesIndustriesCareersLegalConnect© 2024. See Terms of Use for more information. Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee (“DTTL”), its network of member firms, and their related entities. DTTL and each of its member firms are legally separate and independent entities. DTTL (also referred to as “Deloitte Global”) does not provide services to clients. Please see www.deloitte.com/about to learn more about our global network of member firms.×Cookie Consent ManagerWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.Required CookiesThese cookies are required to use this website and can't be turned off.Show More DetailsRequired Cookies Provider Description Enabled
SAP as service providerWe use the following session cookies, which are all required to enable the website to function:
  • "route" is used for session stickiness
  • "careerSiteCompanyId" is used to send the request to the correct data center
  • "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor
  • "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another
Functional CookiesThese cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies.Show More DetailsFunctional Cookies Provider Description Enabled
YouTubeYouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos.Advertising CookiesThese cookies serve ads that are relevant to your interests. You may freely choose to accept or decline these cookies at any time. Note that certain functionality that these third parties make available may be impacted if you do not accept these cookies.Show More DetailsAdvertising Cookies Provider Description Enabled
LinkedInLinkedIn is an employment-oriented social networking service. We use the Apply with LinkedIn feature to allow you to apply for jobs using your LinkedIn profile. Opting out of LinkedIn cookies will disable your ability to use Apply with LinkedIn.AddThisGoogle Analytics is a web analytics service offered by Google that tracks and reports website traffic.

Deloitte