Customer Experience Technology

2 months ago

Melbourne, Australia Deloitte Full time

Job Requisition ID: 36607 

About the Role
At Deloitte, we are dedicated to helping our clients deliver exceptional customer experiences through innovation and cutting-edge technology. As a Customer Experience Technology - Technical Lead within our Customer Experience Technology team, you will drive Amazon Connect implementations, guide clients through their digital transformation journeys, and create intelligent, AI-enhanced solutions that set new standards for customer interaction. You’ll utilise the Deloitte Cognitive Customer Experience (DCCX) accelerator to build intelligent, scalable solutions, empowering clients with AI-augmented conversational capabilities. This Senior Manager role is a senior leadership role, central to delivering client-focused, high-impact outcomes, strengthening Deloitte’s position as a leader in customer experience technology.

Key Responsibilities

  • Solution Architecture and Best Practices: Design and implement scalable, secure Amazon Connect solutions using AWS best practices. Ensure technical integrity across all project stages, from design through to deployment.
  • Client Leadership: Serve as a key advisor to clients, guiding them through Amazon Connect deployments. Build strong relationships and align solutions with strategic client goals.
  • Project Delivery Excellence: Lead the end-to-end delivery of Amazon Connect projects, managing teams and ensuring secure, compliant, and high-performance integrations with AWS services.
  • Eminence and Innovation: Contribute to Deloitte’s thought leadership by creating best practices and presenting on Amazon Connect innovations. Collaborate with Deloitte’s innovation network to keep our solutions cutting-edge.
  • Mentorship and Knowledge Sharing: Guide and support junior team members, fostering a culture of learning and knowledge-sharing in best practices and AWS technologies.

Qualifications and Skills

  • Technical Expertise: Extensive hands-on knowledge of Amazon Connect and AWS cloud architecture, with proficiency in related AWS services (e.g., Lambda, S3, DynamoDB) and strong foundational skills in systems integration, DevOps practices, and infrastructure as code.
  • Architectural Leadership: Proven ability to architect cloud solutions that adhere to best practices in scalability, security, and resilience. Track record in developing and implementing best-practice frameworks, technical standards, and governance.
  • Communication and Influence: Strong communication skills with the ability to articulate complex technical concepts to both technical and non-technical stakeholders, including C-suite executives.
  • Education: Relevant degree in Computer Science, Engineering, or a related field. AWS certifications, particularly in Solution Architecture, are highly regarded.

Why Deloitte?
At Deloitte, you’ll be part of a collaborative, innovative, and purpose-driven organisation. We invest in your growth, offer opportunities to lead market-defining projects, and foster an environment where you can reach career milestones while creating lasting impact.

Ready to take the lead in transforming customer experience? We invite you to apply and bring your expertise to Deloitte’s Customer Experience Technology team.

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By applying for this job, you’ll be assessed against the Deloitte Talent Standards. We’ve designed these standards so that you can grow in your career, and we can provide our clients with a consistent and exceptional Deloitte employee experience globally. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.

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