Specialist Master, Voice Engineer
Arlington, VA

Job Description

Voice Engineer

Do you have experience leading VoIP call center operations? Have you been at the forefront of customer transformation initiatives by combining strategy, technology, data, and design?

If so, Deloitte is the place for you! Help bring the power of Customer Strategy and Applied Design to our Government and Public Service clients and transform how they engage with their users. A career within our growing practice will offer you unique exposure to consulting capabilities, industry expertise and trusted methodologies, as well as cutting-edge creative prowess.

Work you'll do

As a Voice Engineer you will:

* Manage the design, build and implementation of tasks for Avaya or Genesys enterprise solutions as well as provide on-going support for related systems
* Provide Level 3 support and any other duties as assigned. You will be supporting VoIP telephony systems for Federal Civilian and DoD contact centers and back office business units
* Provide expertise in the plan, design, build, implementation and operations of tasks for complex converged networks
* Support VoIP telephony systems as well as integrated network environments for DoD, Civilian and State & Local contact centers and back office business units
* Partner with outside service providers in support of VoIP environment, as well as manage VoIP devices in accordance with best practices and Federal security standards, approved methods, and procedures
* Work in large enterprise-class network environments, supporting converged technologies
* Lead discovery-related conversations, workshops, and associated deliverables for stakeholders
* Anticipate client needs and formulate solutions to client issues
* Manage, mentor, coach and train junior staff on an ongoing basis

The team

Our Customer Strategy & Applied Design team focuses on helping clients discover, design, and prototype customer growth strategies and innovation portfolios to create and drive change in a digital world. We bring knowledge and offerings to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. Our team of professionals has deep capabilities in strategy, customer experience, digital strategy and innovation.

We deliver set of customer focused work:

* Customer Strategy| Help clients build capabilities to better understand customer value drivers and make choices about the markets and segments they serve through digital, social, and mobile channels; optimize pricing decisions and shape the most strategic issues on the CMO agenda
* Customer Experience | Help clients improve the quality, nature and power of interactions between the customer and the organization across the lifecycle of sales, marketing and service at each touch point.


* Applied Innovation | Help clients rapidly design, prototype and launch new businesses and experiences, translating insights on human behavior from design-led methods into offerings and technologies that delight customers and drive growth
* Digital Strategy | Help clients understand, envision and articulate "digital" as a business strategy aligned with their CEO's agenda - and then craft a plan to embed everything they do with the latest technology solutions and business models to compete in the marketplace for customers and talent

Qualifications

* Bachelor's degree in Engineering, Communications or relevant discipline
* Eligible to obtain and/or maintain a DoD security clearance
* 8+ years contact center technology and operations experience required
* 4+ years within a technology leadership role
* Strong client service and consulting skills
* Experience with United Voice Communications
* Ability to travel 75% or more as needed

How you'll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center.

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.

Deloitte's culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte's impact on the world.

Recruiter tips

We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you're applying to. Check out recruiting tips from Deloitte professionals.

As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

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.

Requisition code: E20NATSPMTR051-CM

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