Job Type: Permanent
Work Model: Hybrid
Reference code: 130064
Primary Location: Toronto, ON
All Available Locations: Toronto, ON

WHAT WILL YOUR TYPICAL DAY LOOK LIKE?

We are seeking a Senior Consultant to join our Technology & Transformation (T&T) department, with a focus on the Future of Service offering within our national practice.
As a Senior Consultant, you will play a key role in the delivery of client engagements, supporting the implementation of technology solutions that enhance service delivery and customer experience. You will work closely with clients and project teams to analyze requirements, design solutions, and deliver high-quality results. Your responsibilities will include conducting requirements gathering workshops, translate requirements for the technical teams, and contributing to the development of project deliverables. You will also support the preparation of proposals and presentations, and assist in identifying opportunities to improve client operations.
You will collaborate with colleagues to share knowledge and best practices, while continuously developing your own technical and consulting skills. You will also stay current on emerging technologies and industry trends relevant to contact centres and service delivery.

ENOUGH ABOUT US, LET’S TALK ABOUT YOU

As a Senior Consultant, you are someone with:

• 3–6 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
• Strong understanding of contact centre operations, customer experience, and service delivery processes
• Experience supporting the deployment of cloud-based contact centre solutions (e.g., CCaaS, AI/automation), and working with technology teams to bridge business and technical requirements
• Proven ability to gather and document business requirements, map processes, and develop business cases for technology investments
• Strong analytical, problem-solving, and communication skills, with the ability to facilitate workshops and present to client stakeholders
• Experience working in collaborative teams, analyzing complex business challenges, and developing actionable recommendations
• 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 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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