Job Type: Permanent
Work Model: Hybrid
Reference code: 129857
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, 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.

ENOUGH ABOUT US, LET’S TALK ABOUT YOU

As 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.

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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