Senior CCaaS Consultant – Cloud Contact Center

About the role

Deloitte's Customer team is seeking a Senior Consultant to lead cloud contact center (CCaaS) initiatives for global clients. You will work from our Queretaro delivery center, collaborating with diverse industries to modernize voice and digital customer experiences.

Key responsibilities

• Diagnose client challenges using advanced analytics, interview staff, and formulate actionable recommendations.
• Design, build, integrate and deploy CCaaS capabilities across voice and digital channels.
• Develop IVR/call flows, implement routing strategies, and create API‑based integrations.
• Enable DevOps practices to support migrations from legacy/on‑prem platforms and modernize existing CCaaS environments.
• Lead project workstreams, oversee solution design, iterative delivery, testing, cutover and production support.

Required profile

• 6‑10+ years of consulting or industry experience in technology.
• Degree in Computer Science, IT, Computer Engineering or equivalent experience.
• Proven ability to lead project teams, identify key drivers, define problems and propose solutions.

Required skills

• IVR and call‑flow development
• Routing strategy implementation
• API integration
• DevOps enablement
• Cloud contact‑center platforms

What we offer

• Collaborative environment with limited travel requirements.
• Opportunity to work on high‑impact projects for global clients.
• Access to Deloitte’s global delivery network and learning resources.