Summary
Position Summary
S&S2027;

CCaaS

Customer
The Customer Team empowers organizations to build deeper relationships with customers through cutting-edge strategies, advanced analytics, GenAI, transformative technologies, and creative design. We enable Deloitte client service teams to enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital product and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects, balancing business strategy, technology, creativity, and ongoing managed services to help solve the biggest problems that impact customers, partners, constituents, and the workforce. We also offer Business Process as a Service, enabling organizations to streamline operations and achieve greater efficiency through scalable, technology-enabled managed insights that guide ongoing transformation and operational excellence.

Position Summary
Level:
Consultant,



Technical Transformation or equivalent

As an experienced Consultant at Deloitte Consulting, you will be responsible for individually delivering high quality work products within due timelines. Need-basis you will be mentoring and/or directing junior team members/liaising with onsite/offshore teams to understand the functional requirements.

Work you’ll do:
Configure and enhance Five9 ACD capabilities: skills, queues, IVR/IVA, call flows, routing strategies, agent profiles, and campaigns.
- Build and maintain integrations between Five9 and external systems (e.g., CRM such as Salesforce/Dynamics, ticketing, identity/SSO, data/warehouse).
- Develop using Five9 APIs (REST) and platform features (CTI/CRM adapters where applicable), including event handling, screen pops, click-to-dial, and dispositioning.
- Implement automation and data workflows: call logging, activity creation, customer lookup, case creation, callbacks, a

📌 Five9- Consultant, Technical Transformation- Sales (Bengaluru)
🏢 Deloitte
📍 Bengaluru