Functional Consultant, Technology & Transformation - Future of Service (CCaaS)
Deloitte is a leading professional services firm in Canada, focused on making an impact that matters for its clients. The Functional Consultant role involves supporting client projects by implementing technology solutions that improve service delivery and customer experience, while also engaging in various project-related activities.
Responsibilities
- Support the delivery of client projects by assisting in the implementation of technology solutions that enhance service delivery and customer experience
- Work alongside clients and project teams to gather requirements, analyze data, and contribute to solution design
- Assist with workshops, requirements gathering, project coordination and support the development of key project deliverables
- Help prepare proposals, presentations, and reports, and contribute to identifying opportunities for client improvement
- Collaborate with team members to share insights and best practices, while developing your own consulting and technical skills
- Stay informed on new technologies and industry trends relevant to contact centres and service delivery
Skills
- 1–3 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
- Foundational understanding of contact centre operations, customer experience, and service delivery processes
- Experience in gathering and documenting business requirements, assist in mapping processes, and support business case development for cloud-based contact centre solutions (e.g., CCaaS, AI/automation), and collaborating with technology teams
- Strong analytical, problem-solving, and communication skills, with the ability to contribute to workshops and client presentations
- Experience working in teams to analyze business challenges and support actionable recommendations
- Ability to work both independently and as part of a team in remote and on-site environments; willingness to travel nationally as required
- Enthusiasm for learning and staying up to date with trends in digital service delivery, customer experience, and enterprise technology
Benefits
- $4,000 per year for mental health support benefits
- $1,300 flexible benefit spending account
- Firm-wide closures known as "Deloitte Days"
- Dedicated days off for learning (known as Development and Innovation Days)
- Flexible work arrangements
- Hybrid work structure
Company Overview