Contact Center Technology Strategy & Modernization Manager

Contact Center Technology Strategy & Modernization Manager

Our Deloitte Customer team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Work You'll Do

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As the Contact Center Technology Strategy & Modernization Manager you will lead the technology workstream for the transformation, focusing on the strategy, design, and oversight of next generation contact center platforms across an enterprise of over 5,000 agents. This role is responsible for influencing the design and implementation of modern technology solutions, including the migration of an on-premise Cisco platform to a cloud-based Genesys CX platform. The ideal candidate will possess expertise in Genesys CX and other leading technologies (Salesforce, Qualtrics, Medallia), as well as emerging innovations such as Artificial Intelligence (AI), Intelligent Virtual Agents (IVAs), and ambient technologies. The Manager will collaborate closely with engineers, business leaders, and other stakeholders to drive seamless integration, AI enablement, and secure, compliant operations that enhance both beneficiary and agent experiences Any interested candidate must be comfortable leading client design discussions, working with a wide array of stakeholders, and coordinating with both engineers and business leaders.

• Strategic Planning & Migration: Develop the roadmap for the migration from the on-premise Cisco contact center platform to Genesis CX. This includes developing a detailed project plan, defining key milestones, and transition management.
• Technology Evaluation: Lead analysis and recommendations for technology selection, including AI-powered solutions, conversational bots, and advanced analytics tools to complement the Genesys CX platform.
• Solution Design & Architecture: Gather business needs and drive the functional architecture and design of the future-state contact center, including call routing, IVR flows, and omnichannel capabilities.
• Stakeholder Collaboration: Serve as a liaison between business leaders, IT teams, and operations to translate needs into technical requirements. Clearly communicate vision, progress, and trade-offs to all stakeholders.
• Team Leadership & Mentorship: Provide technical guidance and mentorship to engineers and analysts. Oversee technical aspects of the project, including configuration, testing, and deployment.
• Post-Migration Optimization: Continuously evaluate the performance of the new platform, identifying areas for optimization and enhancement. Use data and user feedback to drive continuous improvement initiatives.
• Pilot Coordination: Identify, prioritize, and pilot new contact center technologies and AI use cases (e.g., voice bots, call summarization, intelligent routing). Define and track key metrics to measure success and impact.

The Team

Deloitte's Government & Public Services (GPS) practice our people, ideas, technology and outcomes is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Our Digital Foundry, Operate, & Innovation offering designs and delivers ongoing services to run our clients' customer digital businesses. Also includes the innovation and assets team, responsible for orchestrating the broader OP innovation agenda and solution/accelerator development.

Qualifications

Required:

• Bachelor's degree
• 7+ years of experience in contact center technology strategy, design, and implementation.
• Proven expertise in Genesys CX, Cisco, Salesforce, Qualtrics, Medallia, and emerging AI/IVA technologies.
• Working knowledge of Genesys Workforce Engagement Module (WEM) for workforce management (WFM) and quality management (QM).
• Demonstrated experience leading large-scale technology migrations and modernization initiatives.
• Strong understanding of cyber security, federal compliance (FISMA, RAMP), and healthcare administration.
• Excellent communication, stakeholder management, and team leadership skills.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Must be able to obtain and maintain the required clearance for this role
• Ability to travel 20-50%, on average, based on the work you do and the clients and industries/sectors you serve

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $120,000 to $195,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.