Senior Manager, Global Contact Centre, Deloitte Global Technology

9/15/26

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Job Type: Permanent Work Model: Remote Reference code: 135048 Primary Location: Toronto, ON All Available Locations: Toronto, ON; Ottawa, ON

What will your typical day look like?

Work you'll do

We are looking for a professional with strong contact center technology experience to join our team in support of a Global Contact Center. Working with vendors and internal teams the resource must be able to integrate the business strategy and knowledge of software capabilities (current and future) into vision and direction for the GCC. This role will help drive the adoption of the current toolset, Genesys Cloud CX and ServiceNow as our CRM to ensure full functionality is being leveraged to support the business. Responsible to conduct research of industry trends and identify opportunities for leveraging current and evolving technologies.

Responsibilities include:

• Support the Product Group Leader in defining the Global Contact Center product strategy and roadmap
• Lead end-to-end delivery of strategic initiatives, ensuring execution, quality, and operational readiness.
• Provide day-to-day leadership for product managers, project managers, delivery teams, and strategic vendors.
• Drive portfolio planning, prioritization, and delivery across multiple products and technology workstreams.
• Partner with business, operations, architecture, engineering, and security teams to align requirements and delivery plans.
• Oversee product backlogs, release planning, dependency management, and delivery governance.
• Manage delivery risks, issues, resource planning, and escalations to ensure successful outcomes.
• Support executive communications, roadmap updates, business cases, and governance activities.
• Drive continuous improvement, automation, AI adoption, and platform modernization initiatives.
• Act as the primary operational leader for the portfolio, translating strategy into execution and ensuring delivery commitments are met.

About the team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in "what is" but rather "what can be" to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough about us, let's talk about you

Qualifications

Required:

• 15+ years of experience in technology delivery, including leadership of large-scale, complex programs.
• Experience in deploying, managing, and driving innovation for Contact Center technology using ServiceNow ITSM Good understanding of all aspects of Contact center operations.
• Requires ability to understand and relate to the business objectives and drive the application of technology solutions.
• Ability to research and stay current on contact center industry trends, identify technology
• opportunities, present them for consideration.
• Drive innovation for contact center automation, agent and customer satisfaction, and overall operational efficiency.
• Ability to adjust communications to both technical and non-technical audiences.
• Must have strong analytical abilities and organizational/planning abilities.
• Proven track record in managing multi-disciplinary teams and delivering enterprise-grade solutions.
• Strong stakeholder management and executive communication skills
• Advanced understanding of delivery methodologies (Agile, Waterfall, Hybrid).

Preferred:

• Contact Centre UX CX experience Genesys preferred, but other CCaaS solution experience considered.
• SAFe Agile and Project management skills
• BPO experience
• Certifications PMP, Scrum Master, AWS/Azure, etc.

Total Rewards

The salary range for this position is $104,000 - $215,000, 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.