Manager/ Senior Manager (Contact Center Solution Architect)

About the Business

Customer & Marketing, better known to our clients as Deloitte Digital, makes connections like no other with people, ideas, technology, society, our clients and their future. Here, the transformation journey starts and ends with the customer: in first understanding people’s real lives and then shaping our clients' future to deliver around them.
This is a part of Deloitte that uses technology and creativity to better connect the customer with the business.
We, at Deloitte Digital, use emergent technology to imagine, deliver, and run entirely new business futures.
We create innovative ventures, digital platforms, and more meaningful experiences.
Our team combines talents across strategy, design, innovation, and brand (Imagine) with data, insight, e-commerce, automation, and platform integration (Deliver) with marketing, advertising, content, and optimization (Run) to connect businesses to their futures in a way no traditional consultancy or agency can.

Work you'll do
• Consider client day-to-day operations deliver solution requirements, understand the client’s business, follow sector trends and learn industry best practices, translate client needs into business and technology solutions, providing consultation on the customer digital journey and digital transformation
• Work across a variety of projects and build knowledge across relevant domains
• Diagnose a problem, conduct analysis, and develop solutions for client problems
• Articulate thoughts and ideas in a clear and composed manner to instill confidence in team and clients
• Consider end user experience throughout the development cycle to deliver requirements and enhance adoption
• Capture user requirements and translate into business and digitally enabled solutions across a range of industries
• Lead discovery workshops, user interviews, and facilitate stakeholder meetings
• Support the development and implementation of quality business digital solutions for the client and align delivery to business goals

During your tenure with us, you will demonstrate and develop your leadership and professional capabilities in the following areas: Inspiring, Creating purpose, Driving agility, Building diverse capability, Influencing, Collaborating, Delivering value, Building the business, Analytical acumen, Effective communication, Engagement management/delivery excellence, Managing change, Managing quality & risk, Strategic thinking and problem solving, and Tech savviness.

We are looking for someone with
• Bachelor degree or above in Computer Science, Information Systems, Business or other relevant disciplines
• At least 6+ years or more of post-qualification IT consulting or relevant experience
• Previous experience to lead large scale Contact Center Transformation Project as solution architect
• Familiar with Contact Center Technology both infrastructure and cloud solution
• Infrastructure - Firewall, Network Switch, VM Host Physical Server, Networking, San, VMWare
• Cloud Engineering - AWS, GCP, Azure
• Application - Flutter, JS, Java
• Voice - PABX, SBC, ACD, Voice Logger, IVRS, SIP, VoIP
• CCaaS / CXM Solution - Genesys, Avaya, Verint, NICE, Sprinklr etc
• Integration - MuleSoft, OpenShift, Fuse
• Knowledge in CRM solution will be a plus
• Speak fluent Cantonese, Mandarin and English

#LI-ktsui

Shape your future through impact that matters

For more than 100 years of history, Deloitte witnessed also had the honor to be part of the economic boom in China by providing industry-leading audit & assurance, consulting, risk advisory, financial advisory, tax & business advisory services to nearly 90% of the Fortune Global 500 Chinese companies and thousands of private companies. Deloitte China today carries on our centenary professionalism and strives to become the undisputed leader in professional services in China with strong responsibility and capabilities in digitalization and multidisciplinary services.

Deloitte has been named China's Top Employer since 2006, Universum's Most Attractive Employer in China since 2008, and the Best Workplaces in Greater China since 2019.

All qualified applicants will receive consideration for employment regardless of their background, experience, identity, ability or thinking style, and if you need assistance during the application process for accessibility reasons this is available upon request. The preferred candidate will be subject to background screening by Deloitte China or by their external third-party provider.

Ready to take on new challenges? Apply now!