Job Type: Permanent
Work Model: Hybrid
Reference code: 130063
Primary Location: Toronto, ON
All Available Locations: Toronto, ON

WHAT WILL YOUR TYPICAL DAY LOOK LIKE?

We are seeking a consultant to join our Technology & Transformation (T&T) team, focusing on the Future of Service offering within our national practice.
As a consultant, you will support the delivery of client projects by assisting in the implementation of technology solutions that enhance service delivery and customer experience. You will work alongside clients and project teams to gather requirements, analyze data, and contribute to solution design. You will assist with workshops, requirements gathering, project coordination and support the development of key project deliverables. Additionally, you will help prepare proposals, presentations, and reports, and contribute to identifying opportunities for client improvement.
You will collaborate with team members to share insights and best practices, while developing your own consulting and technical skills. Staying informed on new technologies and industry trends relevant to contact centres and service delivery is also encouraged.

ENOUGH ABOUT US, LET’S TALK ABOUT YOU

You are a strong candidate if you have:

• 1–3 years of experience in business analysis, service transformation, or consulting roles (consulting experience is an asset)
• Bachelor’s degree in business, management, information systems, or a related field
• Foundational understanding of contact centre operations, customer experience, and service delivery processes
• Experience in gathering and documenting business requirements, assist in mapping processes, and support business case development for cloud-based contact centre solutions (e.g., CCaaS, AI/automation), and collaborating with technology teams
• Strong analytical, problem-solving, and communication skills, with the ability to contribute to workshops and client presentations
• Experience working in teams to analyze business challenges and support actionable recommendations
• Ability to work both independently and as part of a team in remote and on-site environments; willingness to travel nationally as required
• Enthusiasm for learning and staying up to date with trends in digital service delivery, customer experience, and enterprise technology

At 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

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