Technical Senior Consultant, Technology & Transformation - Future of Service (CCaaS)

Deloitte

  • Toronto, ON
  • $80,000-138,000 per year
  • Permanent
  • Full-time
  • 14 days ago
Job Type: Permanent
Work Model: Hybrid
Reference code: 129857
Primary Location: Toronto, ON
All Available Locations: Toronto, ONOur PurposeAt Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.By living our Purpose, we will make an impact that matters.
  • Have many careers in one Firm.
  • Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
  • Learn from deep subject matter experts through mentoring and on the job coaching
--What will your typical day look like?We are seeking a Senior Consultant to join our Technology & Transformation (T&T) department, specializing in the Future of Service offering within our national practice.As a Senior Consultant, you will be a key technical lead in client engagements, driving the implementation and integration of advanced technology solutions that enhance service delivery and customer experience. You will work closely with clients and internal teams to analyze technical requirements, architect scalable solutions, and deliver robust, high-quality results. Your responsibilities will include conducting detailed technical assessments, designing and configuring cloud-based contact centre platforms (such as Genesys, Five9, NICE, Google, or AWS), integrating AI and automation capabilities, and troubleshooting complex system issues.You will contribute to the development of technical architecture documents, integration plans, and deployment scripts, as well as support the preparation of technical proposals and solution demonstrations. You will also identify opportunities to optimize and automate client operations using emerging technologies.Collaboration is key—you’ll work alongside technical and business colleagues to share knowledge and best practices, while continuously advancing your own skills in areas such as cloud engineering, AI/GenAI integration, and enterprise system architecture. Staying current on new technologies and industry trends relevant to digital contact centres and service delivery is expected.About the teamJoin our T&T team and work in a dynamic, innovative environment with professionals who are passionate about technology and client success. Our team values deep technical expertise, continuous learning, and encourages each member to develop in a fast-paced, evolving landscape.Enough about us, let’s talk about youAs a Senior Consultant, you are someone with:
  • 3–6 years of hands-on experience in technology implementation, systems integration, or technical consulting roles (consulting experience is an asset).
  • Bachelor’s degree in computer science, engineering, or a related technical field.
  • Basic understanding of contact centre operations, including channel interaction routing, workforce management, quality management, and integration with business applications.
  • Proven experience designing, configuring, and deploying cloud-based contact centre technologies (e.g., CCaaS, AI/GenAI), with expertise in vendors such as Genesys, Five9, NICE, Google, or AWS.
  • Build and optimize Virtual Agent and Agent Assist capabilities, ensuring seamless escalation to live agents while maintaining conversation context.
  • Implement real-time and batch APIs, webhooks/audiohooks, and event-driven architectures for data exchange.
  • Integrate with CRM systems, knowledge bases, and analytics platforms to enhance automation and reporting.
  • Familiarity with RAG (Retrieval-Augmented Generation) and custom LLM integrations for knowledge assist and virtual botsExposure to CI/CD pipelines and DevOps for cloud deployments.
  • Experience with cloud services (Google Cloud Platform, Microsoft Azure, AWS).
  • Ability to translate business and functional requirements into detailed technical designs and implementation plans.
  • Experience working in collaborative technical teams, analyzing complex business issues, and developing innovative technology solutions.
  • Ability to work independently and collaboratively in remote and on-site environments; willingness to travel nationally as required.
  • A passion for learning and staying up to date with the latest advancements in cloud, AI, and enterprise technology.
Total RewardsThe salary range for this position is $80,000 - $138,000, 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.Our promise to our people: Deloitte is where potential comes to life.Be yourself, and more.We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.You shape how we make impact.Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.Be the leader you want to beSome guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.Have as many careers as you want.We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.The next step is yoursAt Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our , and the .We encourage you to connect with us at if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.

Deloitte