Experience translating operational requirements into CCaaS capabilities (e.g., IVR/ACD, routing ... routing, quality automation), including adoption, measurement, and controls (privacy/PII ...
Experience translating operational requirements into CCaaS capabilities (e.g., IVR/ACD, routing ... routing, quality automation), including adoption, measurement, and controls (privacy/PII ...
Ivr Automation information
What is IVR automation?
IVR automation refers to the use of Interactive Voice Response (IVR) technology to automate customer interactions over the phone. It allows callers to interact with a computerized system using voice commands or keypad inputs, enabling them to access information, perform transactions, or be routed to the appropriate department without speaking to a live agent. This technology helps businesses streamline call center operations, reduce wait times, and improve customer service efficiency.
What is the difference between Ivr Automation vs Call Center Agent?
| Aspect | Ivr Automation | Call Center Agent |
|---|---|---|
| Credentials | Technical skills, knowledge of telephony systems | Communication skills, customer service experience |
| Work Environment | Remote or on-site technical setup, automated systems | Call centers, customer service centers |
| Industry Usage | Telecommunications, customer support automation | Customer service, sales, support roles |
Ivr Automation involves designing and managing automated phone systems to handle customer interactions, while Call Center Agents directly communicate with customers. Both roles are essential in customer support but differ in technical complexity and daily tasks.
What are some common challenges faced by professionals working in IVR automation, and how can they be addressed?
Professionals in IVR Automation often encounter challenges such as integrating new IVR solutions with legacy systems, ensuring a seamless customer experience, and managing frequent updates to call flows based on evolving business needs. To address these, it's important to develop strong collaboration with IT and customer service teams, maintain up-to-date documentation, and utilize robust testing frameworks to simulate real-world usage scenarios. Continuous learning and staying informed about the latest IVR technologies can also help professionals proactively solve integration and design challenges.
What are the key skills and qualifications needed to thrive as an IVR Automation specialist?
To thrive as an IVR Automation Specialist, you need expertise in telephony systems, scripting languages (such as VXML or JavaScript), and experience with call flow design, typically supported by a degree in computer science or a related field. Familiarity with IVR platforms (like Genesys, Avaya, or Cisco), integration tools, and knowledge of API or database connectivity are essential. Strong analytical thinking, problem-solving abilities, and effective communication help in collaborating with stakeholders and troubleshooting complex issues. These skills are crucial for designing efficient, user-friendly IVR solutions that enhance customer experience and optimize business operations.
Contact Center Operations Generalist, Business Transformation Architecture
Milwaukee, WI • On-site
Full-time
Re-posted 21 days ago
Deloitte rating
8.2
Based on 92 frontline employees who took The Breakroom Quiz
44th of 150 rated financial services
Job description
Contact Center Operations Generalist Architect
Our Deloitte Sales & Service 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
Recruiting for this role ends on December 31, 2026.
Work you'll do
As a Contact Center Operations Generalist, you will lead client-facing transformation efforts that modernize contact center operations across voice and digital channels, with a strong focus on measurable business outcomes. You will advise senior client stakeholders on target operating models, process redesign, and the effective use of leading CCaaS platforms such as Five9, Amazon Connect, Genesys, and NICE. You will also help clients adopt and govern AI-enabled service capabilities including agent assist, summarization, knowledge search, intelligent routing, and quality automation.
Key responsibilities
- Lead contact center strategy, transformation, and optimization programs
- Shape target operating models, solution roadmaps, and implementation approaches
- Advise on CCaaS platform selection, design, and deployment
- Design and govern AI-enabled service operations use cases
- Drive measurable improvements in customer experience, efficiency, and quality
- Partner with client executives and Deloitte teams to deliver sustainable outcomes
A successful candidate would possess these skills:
- Ability to work independently and collaborate as part of a team
- Effective written and verbal communication skills
- Meticulous attention to detail and quality of work product
- Ability to build and sustain professional relationship
- Ability to lead projects or workstreams
- Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
- Strong interpersonal skills and professional demeanor
- Ability to meet deadlines
- Ability to provide clear guidance to others
The team
Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.
Qualifications
Required
- 10+ years of experience in contact center operations, customer service operations, and/or contact center transformation (consulting and/or industry)
- Experience translating operational requirements into CCaaS capabilities (e.g., IVR/ACD, routing, WEM/QM, analytics, knowledge, CRM/CSM integration) and supporting CCaaS evaluations and implementations across leading platforms (e.g., Five9, Amazon Connect, Genesys, NICE)
- Experience partnering with Workforce Management and Quality teams to improve forecasting, scheduling, adherence/occupancy, calibration, and coaching programs
- Experience enabling AI-powered service operations (e.g., agent assist, summarization, knowledge search, intelligent routing, quality automation), including adoption, measurement, and controls (privacy/PII, monitoring, escalation)
- Bachelor's degree in Computer Science, Engineering, or equivalent work experience
- Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
- Limited immigration sponsorship may be available
Preferred
- Experience with WEM/QM/WFM suites (e.g., recording, quality, coaching, performance dashboards) in enterprise contact center environments
- Experience with omnichannel and digital service strategies that improve containment/deflection and reduce repeat contacts
- Experience with speech/text analytics or voice-of-customer programs that drive operational improvements tied to KPI outcomes
- Experience establishing AI governance and operational runbooks for contact center use cases (human-in-the-loop, monitoring, auditability)
- Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $171,500 to $307,500.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
#Customer_US
#SS_US
Contact Center Operations Generalist Architect
Our Deloitte Sales & Service 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
Recruiting for this role ends on December 31, 2026.
Work you'll do
As a Contact Center Operations Generalist, you will lead client-facing transformation efforts that modernize contact center operations across voice and digital channels, with a strong focus on measurable business outcomes. You will advise senior client stakeholders on target operating models, process redesign, and the effective use of leading CCaaS platforms such as Five9, Amazon Connect, Genesys, and NICE. You will also help clients adopt and govern AI-enabled service capabilities including agent assist, summarization, knowledge search, intelligent routing, and quality automation.
Key responsibilities
- Lead contact center strategy, transformation, and optimization programs
- Shape target operating models, solution roadmaps, and implementation approaches
- Advise on CCaaS platform selection, design, and deployment
- Design and govern AI-enabled service operations use cases
- Drive measurable improvements in customer experience, efficiency, and quality
- Partner with client executives and Deloitte teams to deliver sustainable outcomes
A successful candidate would possess these skills:
- Ability to work independently and collaborate as part of a team
- Effective written and verbal communication skills
- Meticulous attention to detail and quality of work product
- Ability to build and sustain professional relationship
- Ability to lead projects or workstreams
- Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
- Strong interpersonal skills and professional demeanor
- Ability to meet deadlines
- Ability to provide clear guidance to others
The team
Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.
Qualifications
Required
- 10+ years of experience in contact center operations, customer service operations, and/or contact center transformation (consulting and/or industry)
- Experience translating operational requirements into CCaaS capabilities (e.g., IVR/ACD, routing, WEM/QM, analytics, knowledge, CRM/CSM integration) and supporting CCaaS evaluations and implementations across leading platforms (e.g., Five9, Amazon Connect, Genesys, NICE)
- Experience partnering with Workforce Management and Quality teams to improve forecasting, scheduling, adherence/occupancy, calibration, and coaching programs
- Experience enabling AI-powered service operations (e.g., agent assist, summarization, knowledge search, intelligent routing, quality automation), including adoption, measurement, and controls (privacy/PII, monitoring, escalation)
- Bachelor's degree in Computer Science, Engineering, or equivalent work experience
- Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
- Limited immigration sponsorship may be available
Preferred
- Experience with WEM/QM/WFM suites (e.g., recording, quality, coaching, performance dashboards) in enterprise contact center environments
- Experience with omnichannel and digital service strategies that improve containment/deflection and reduce repeat contacts
- Experience with speech/text analytics or voice-of-customer programs that drive operational improvements tied to KPI outcomes
- Experience establishing AI governance and operational runbooks for contact center use cases (human-in-the-loop, monitoring, auditability)
- Strong understanding of SDLC methodologies (Agile, SCRUM, RUP, other)
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $171,500 to $307,500.
You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.
#Customer_US
#SS_US