CCaaS Senior Consultant

CCaaS Senior Consultant (Cloud Contact Center)– Americas Delivery Mexico (ADMX)

Are you an experienced, passionate pioneer in technology? A CCaaS Senior Consultant who wants to work in a collaborative environment? As an experienced CCaaS Senior Consultant, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. Americas Delivery Mexico, (ADMX) leverages scale and talent to provide high quality, cost-effective service to our clients.

ADMX is a member of the Global Delivery Network which has presence across the world with Delivery centers in the United States, Romania, India, Spain, China, and the Philippines. ADMX is in Queretaro, Mexico. We provide consulting services to help our clients achieve a higher level of service in operational efficiency and business value. We are a team of professionals passionate about serving clients with distinction and learning, and we are driven by our purpose: Making an impact that matters for our clients, our people, and society.

Work you’ll do/Responsibilities

As a Senior Consultant, you will work with diverse global clients across a wide range of industries. You will have a variety of client facing responsibilities such as diagnosing issues using advanced analytical techniques, interviewing staff, formulating and making recommendations, and helping clients implement proposed solutions

• Design, build, integrate and deploy cloud contact center capabilities across voice and digital channels.
• Responsible for IVR/call flow development, routing strategy implementation, API-based integrations, and DevOps enablement to support migrations from legacy/on-prem platforms and modernization of existing CCaaS environments.
• Combine strong engineering skills with consulting fundamentals: requirements discovery, solution design, iterative delivery, testing, cutover, and production support.

The Team

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.

Qualifications

Required

• 6-10+ years of consulting and/or industry experience
• Completion of course of study/Egresado in Computer Science/IT/Computer Engineering, or any pertinent field or industry, or equivalent years of experience
• Responsible for supporting and leading project workstreams and/or teams
• Identifies key drivers, defines problems and proposes solutions
• Advanced English level
• IVR & omnichannel routing development: design and implement complex IVR/call flows (auth, transfers, fallbacks, agent-assist triggers) plus skills-based routing, priority rules, schedules/holiday routing, callbacks, and dynamic announcements.
• API integration & custom services: design reliable REST/JSON integrations (OAuth/auth, retries, error handling, observability) and event/webhook patterns; enable CRM/agent desktop features like screen pops and contextual data retrieval.
• CCaaS platform engineering (Genesys Cloud / Amazon Connect / NICE CXone / Five9): build/configure queues, skills, digital routing, outbound/campaign settings, data tables/actions, and reusable configuration assets for deployments or integrations.
• Conversational AI / bot integration: build CCaaS-native or external bots (Amazon Lex / Google Dialogflow), including intent design, dialog flows, agent handoff, fallback patterns, and analytics instrumentation.

Applicants must be legally authorized to work in Mexico at the time of hire; limited sponsorship may be available for this role based on business need and applicable law.

Preferred

• Hands-on experience implementing CCaaS solutions (deep expertise in at least one platform such as Genesys Cloud , Amazon Connect , NICE CXone , etc.) and willingness/ability to learn others quickly.
• Proven expertise designing and implementing IVR/call flows and routing for voice and digital channels.
• Strong integration experience with REST APIs , JSON , and event/webhook patterns; ability to design for reliability and scale.
• Practical understanding of contact center concepts : ACD, IVR, skills/queues, SLAs, call disposition, wrap-up codes, transfers/conferences, outbound dialing, channel capacity, and reporting/metrics.
• Experience delivering in consulting/agile environments: requirements gathering , solution design, estimation, iterative delivery, stakeholder management.

Our people and culture

Our inclusive culture empowers our people to be who they are, contribute to their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Accommodations

We are committed to providing equal opportunity and reasonable accommodation for people with disabilities. To request a reasonable accommodation, contact our Talent Relations team at Ver el correo electrónico en click.appcast.io

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.