Solution Specialist, Canadian Delivery Centre - Future of Service (CCaaS)

Job Type:Permanent
Work Model:Hybrid
Reference code:129845
Primary Location:Montreal, QC
All Available Locations:Brossard, QC; Fredericton, NB; Moncton, NB; Montreal, QC; Quebec City, QC; Saint John, NB

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

What will your typical day look like?

We are seeking a solution specialist to join our Technology & Transformation (T&T) team in our Canadian Delivery Centre, focusing on the Future of Service offering within our national practice.

As a solution specialist, you will collaborate with clients and internal teams to design, build, and implement scalable technology solutions that enhance service delivery and customer experience. You will participate in technical assessments and the design of cloud-based contact centre platforms such as Genesys, Five9, NICE, Google, and AWS. Responsibilities include executing Genesys to AWS integrations and, where applicable, Genesys Audiohook with Amazon Cloudfront. The position requires developing AWS-based solutions for call transcription, summarization, and agent assist capabilities, utilizing Kinesis Audio Streams, Transcribe, and Lambda. Additional duties include developing Amazon Lex integrations with CCaaS platforms, contributing to projects involving Amazon Bedrock, SageMaker, and large language models such as Titan, Claude, and Gemini. The role also encompasses creating LLM workflows with LangChain, implementing semantic search with Lambda, and managing knowledge article pipelines using Glue, S3, and Aurora.

Collaboration is key-you'll work alongside both technical and business team members to share knowledge and best practices, while developing your own skills in contact centre cloud technologies and AI integration. Staying current on new technologies and industry trends relevant to digital contact centres and service delivery is encouraged.

About the team

Join our T&T team and be part of a dynamic, innovative environment with professionals who are passionate about technology and client service. We value continuous learning and encourage every team member to grow and succeed in a fast-paced, evolving landscape.

Enough about us, let's talk about you

• 1-3 years of hands-on experience in technology implementation, systems integration, or technical consulting (consulting experience is an asset)
• Bachelor's degree in computer science, engineering, or a related technical field
• Experience with AWS services relevant to contact centre and AI/GenAI solutions (e.g., Amazon Transcribe, Kinesis, Lambda, Lex, Bedrock, SageMaker, Glue, S3, Aurora)
• Experience with LLM development or workflow tools (e.g., LangChain), and familiarity with models such as Titan, Claude, or Gemini
• Experience with cloud-based contact centre technologies and integrations (Genesys, Five9, NICE, Google, AWS), including Genesys to AWS integrations and Audiohook with Amazon Cloudfront (nice to have)
• Foundational understanding of contact centre operations, including channel routing, workforce management, and integration with business applications
• Ability to work independently and collaboratively in both remote and on-site environments; willingness to travel nationally as required
• Enthusiasm for learning and staying current with advancements in contact centre cloud, AI, and enterprise technologies
• Actively identifying opportunities for process optimization and automation.

Due to the nature of the role having interactions with National & Global clients, bilingualism in French and English is an asset for this position in Quebec.

Total Rewards

The salary range for this position is $57,000 - $92,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.
We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.
Diverse perspectives and life experiences make us better. Whoever you are and wherever you're from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be
Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.
We are uniquely able to offer you new challenges and roles - and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

At Deloitte, we are all about doing business inclusively - that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative .

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.

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