Position Summary

Level: Senior Consultant, Technical Transformation or equivalent

As a Senior Consultant at Deloitte Consulting, you will design, develop, and deploy enterprise-scale software solutions, lead the creation of robust pipelines and manage code deployment across environments. You will collaborate with cross-functional, global teams to translate functional requirements into effective deliverables, independently guiding and mentoring junior team members. Your role spans the full project lifecycle, including estimation, planning, execution, and tracking key metrics for analysis, ensuring high-quality and timely delivery of solutions.

Work youll do:
- Assess current contact center environments, including routing, IVR, reporting, integrations, and platform setup, and recommend target-state improvements.
- Lead or support Five9 CCaaS implementations, migrations, and enhancements aligned to business and operational requirements.
- Configure Five9 capabilities such as inbound/outbound campaigns, queues, skills, routing strategies, IVR/IVA flows, and system settings.




- Design and build integrations with CRM and ITSM platforms such as Salesforce, Dynamics, ServiceNow, and Zendesk using APIs, webhooks, and related tools.
- Perform testing, troubleshooting, and issue resolution across application, network, and SIP/VoIP layers.
- Analyze performance data and reporting to identify improvement opportunities in service levels, customer experience, and agent productivity.
- Act as a trusted advisor to client stakeholders and translate technical concepts into practical business recommendations.

The team:

Step into our Sales & Service team, where technology powers business impact and innovation drives everything we do. As a global, energetic group, we deliver seamless, end-to-end solutions—advising on strategy, implementing advanced CRM or back-office platforms, and enabling continuous business improvement. Here, you’ll collaborate with passionate, creative minds to tra

📌 Five9-Consultant/Senior Consultant (Bengaluru)
🏢 Deloitte US-India Offices
📍 Bengaluru