Job Type: Permanent
Work Model: Remote
Reference code: 132282
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Halifax, NS; Kitchener, ON; Ottawa, ON
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.
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Have many careers in one Firm.
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Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
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Learn from deep subject matter experts through mentoring and on the job coaching
Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.
Work you'll do
Within the Digital, Data, Analytics & Innovation (DDAI) team that exists within Deloitte’s CoRe Global Business Services organization, the Product Leader provides leadership and strategic direction for Deloitte’s Global Contact Center’s technology platforms, specializing in ServiceNow. The position works closely with the business to bring their vision and strategy to life, providing guidance on effective practices and bringing a forward-looking perspective that encourages ongoing innovation and continuous improvement.
The Product Lead partners closely with our technology delivery teams to drive forward planned roadmap and to make the most of the technology in support of business needs. Partner with technology delivery team and business leaders to manage programs that modernize agent and customer experiences using ServiceNow and related contact-center platforms, drive digital transformation, and coordinate cross-functional teams to deliver measurable business outcomes for the contact center. In addition, partners with the business to help drive adoption and overall use of the products in their portfolio, working with the business to identify KPIS and usage patterns and coordinating with other teams in Global Contact Center. This role reports into the DDAI Platform Leader and leads a team in DDAI of professionals dedicated to supporting the Contact Center.
Key Responsibilities:
- Collaborate with business and Deloitte Technology to develop and execute a ServiceNow-focused strategic roadmap, enhancing user experience and supporting transformation programs.
- Work with business stakeholders to understand strategic objectives and support bringing the strategy to life by supporting the delivery of strategic initiatives, understanding business problems and translating them into opportunities that can be addressed with the use of technology.
- Lead the design and adoption of ServiceNow functionality to streamline operations and enhance customer and agent user experience for the contact center.
- Understands the integration between ServiceNow and Genesys.
- Collaborate with stakeholders to assess As-is and To-be processes, clarify requirements, determine success criteria, and help the business prioritize features that match strategic goals.
- Work with stakeholders, our team and with Deloitte Technology delivery team to manage successful delivery of initiatives and Member Firm deployments, including capturing requirements, facilitating user testing of functionality and solutions across large, complex enterprise applications
- Partner with technology counterparts to prioritize delivery team efforts, balancing stakeholder enhancements, production support issues and infrastructure upgrades
- Support delivering complex projects across multi-geo, multi-lingual organizations to ensure the technical solution aligns with the business needs.
- Actively engage in understanding business goals, pain points, agent and customer experience, and demonstrate curiosity to stay current with the evolving technology landscape to identify new opportunities that help optimize and automate the contact center
- Keep up-to-date with industry and technology trends to offer recommendations on future directions and features that will benefit the business.
Global CoRe provides seven fundamental services to Deloitte around the world: knowledge services, creative services, contact center, data management assessment services, data protection, procurement, and real estate. We develop new and innovative ways to improve how these services are delivered across the organization, leveraging our global scope and strength to serve our organization within and across borders.
Education: Bachelor’s degree in a related field (Business Administration, Information Systems, Computer Sciences) required.
Years of Experience: Minimum of 10 years of related technology project management, enterprise product platform delivery, systems integration experience, business process requirements gathering, large system testing and managing complex programs in the Contact Center.
Other Qualifications:
Excellent stakeholder management required, with the ability to translate technical trade-offs into business outcomes- Experience with Contact Center platforms, tools and technologies required
- Experience implementing automation initiatives and Ai-driven solutions in a contact center preferred that help drive deflections to lower cost channels, improve AHT, MTTR, FCR, CSAT, and other KPIs
- Working experience with ServiceNow and Genesys integration is preferred
- Experience having a lead role in technology projects across all aspects of the systems development life cycle
- Ability to provide direction to product and project team members, including time management and mentoring
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.
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 [email protected] if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or [email protected] 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.
