Deloitte Job - 32407425 | CareerArc
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Company: Deloitte
Location: Arlington, VA
Career Level: Associate
Industries: Business Services, Consulting


Senior Consultant

Are you looking for the next level opportunity within your Contact Center career? Do you want to help government clients become more citizen-centric in accomplishing their missions? If so, Deloitte is the place for you! A career within our growing Contact Center practice will offer you unique exposure to latest technology and call center capabilities. 



Work you'll do


The Contact Center team has aligned with household goods moving partners to provide implementation services in order to assist with the deployment of a new telephony solution.  The Contact Center team will coordinate activities related to the design and implementation of a new integrated enterprise-wide Contact Center/Telephony CRM solution with the CRM team to create an integrated Agent solution. The Contact Center Public Switched Telephone Network (PSTN) lead will be responsible for the design and implementation of the Contact Center PSTN design (e.g., AT&T / Verizon telephony designs) using a Cisco Webex Contact Center Enterprise solution that is integrated into a Salesforce CRM platform.

  • Organize and deliver services on a cross-section of complex customer and citizen centric projects
  • Maintain responsibility for the development of business and vendor relationships
  • Serve as Team Lead for day-to-day interactions with executive clients and Deloitte team
  • Establish relationships in strategic client positions; negotiate, lead, and facilitate these relationships
  • Display breadth and depth of knowledge regarding functional and technical issues
  • Research, analyze and gather customer insights to solve complex issues
  • Coach, lead and support junior staff 

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 and every 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



  • Bachelor's degree with a minimum of 5 years of business strategy consulting OR 10+ years of experience and industry certifications
  • 3+ years in a technical or functional team lead role, focus on service in the government and public sector market place
  • Willing to travel up to 75%: while typical travel up to 75%, all travel is suspended due to COVID-19 until further notice 
  • Experience mentoring and coaching others
  • Proven leadership skills demonstrating strong judgment, problem-solving, and decision-making abilities
  • Experience managing senior-level client relationships
  • Master's degree 
  • Industry related certifications
  • Previous professional services or consulting experience


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.



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 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: E21NATCSRCTR005-CM

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