Contact Center Technology Product Leader

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

Work you'll do

Within the Digital, Data, Analytics & Innovation (DDAI) team that exists within Deloitte’s CoRe Global Business Services organization, the Product Leader provides leadership and strategic direction for Deloitte’s Global Contact Center’s technology platforms, specializing in ServiceNow. The position works closely with the business to bring their vision and strategy to life, providing guidance on effective practices and bringing a forward-looking perspective that encourages ongoing innovation and continuous improvement.

The Product Lead partners closely with our technology delivery teams to drive forward planned roadmap and to make the most of the technology in support of business needs. Partner with technology delivery team and business leaders to manage programs that modernize agent and customer experiences using ServiceNow and related contact-center platforms, drive digital transformation, and coordinate cross-functional teams to deliver measurable business outcomes for the contact center. In addition, partners with the business to help drive adoption and overall use of the products in their portfolio, working with the business to identify KPIS and usage patterns and coordinating with other teams in Global Contact Center. This role reports into the DDAI Platform Leader and leads a team in DDAI of professionals dedicated to supporting the Contact Center.

Key Responsibilities:

• Collaborate with business and Deloitte Technology to develop and execute a ServiceNow-focused strategic roadmap, enhancing user experience and supporting transformation programs.
• Work with business stakeholders to understand strategic objectives and support bringing the strategy to life by supporting the delivery of strategic initiatives, understanding business problems and translating them into opportunities that can be addressed with the use of technology.
• Lead the design and adoption of ServiceNow functionality to streamline operations and enhance customer and agent user experience for the contact center.
• Understands the integration between ServiceNow and Genesys.
• Collaborate with stakeholders to assess As-is and To-be processes, clarify requirements, determine success criteria, and help the business prioritize features that match strategic goals.
• Work with stakeholders, our team and with Deloitte Technology delivery team to manage successful delivery of initiatives and Member Firm deployments, including capturing requirements, facilitating user testing of functionality and solutions across large, complex enterprise applications
• Partner with technology counterparts to prioritize delivery team efforts, balancing stakeholder enhancements, production support issues and infrastructure upgrades
• Support delivering complex projects across multi-geo, multi-lingual organizations to ensure the technical solution aligns with the business needs.
• Actively engage in understanding business goals, pain points, agent and customer experience, and demonstrate curiosity to stay current with the evolving technology landscape to identify new opportunities that help optimize and automate the contact center
• Keep up-to-date with industry and technology trends to offer recommendations on future directions and features that will benefit the business.

The team

Global CoRe provides seven fundamental services to Deloitte around the world: knowledge services, creative services, contact center, data management assessment services, data protection, procurement, and real estate. We develop new and innovative ways to improve how these services are delivered across the organization, leveraging our global scope and strength to serve our organization within and across borders.

Qualifications

Education: Bachelor’s degree in a related field (Business Administration, Information Systems, Computer Sciences) required.

Years of Experience: Minimum of 10 years of related technology project management, enterprise product platform delivery, systems integration experience, business process requirements gathering, large system testing and managing complex programs in the Contact Center.

Other Qualifications:

• Excellent stakeholder management required, with the ability to translate technical trade-offs into business outcomes
• Experience with Contact Center platforms, tools and technologies required
• Experience implementing automation initiatives and Ai-driven solutions in a contact center preferred that help drive deflections to lower cost channels, improve AHT, MTTR, FCR, CSAT, and other KPIs
• Working experience with ServiceNow and Genesys integration is preferred
• Experience having a lead role in technology projects across all aspects of the systems development life cycle
• Ability to provide direction to product