What are the responsibilities and job description for the Contact Center Operations Generalist position at Deloitte?
Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce
Recruiting for this role ends on May 31, 2026.
Work You'll Do
As a Contact Center Operations Generalist (Specialist Master), you will lead contact center operations transformation and optimization programs for our clients. You will bring deep contact center operations expertise and strong familiarity with leading CCaaS platforms (e.g., Five9, Amazon Connect, Genesys, NICE) to help clients design, implement, and improve modern service capabilities across voice and digital channels. You will also help clients adopt AI-enabled service operations (e.g., agent assist, summarization, knowledge search, intelligent routing, quality automation) with a focus on measurable performance outcomes and appropriate governance.
The Team
Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.
Qualifications
Required:
AI & Engineering (AI & E) team delivers market leading expertise and industry depth by harnessing deep sector knowledge, scaling the power of hybrid services and products, and unlocking the power of Process Bionics to deliver sustainable and impactful solutions to our clients. We advise, design, implement, and deploy innovative and technology enabled solutions focused on "heart of the business" issues in specific sectors including Health Care & Life Sciences, Digital Banking & Payments, Investment & Wealth Management, Insurance, Telecom, Media and Energy & Resources.
Our AI & E team brings clients the knowledge of industry leaders who understand the relevant processes and technologies for their industry-and apply them with a process and mindset that tailors transformational change to their specific organization.
Qualifications Required
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $102,800 to $130,500.
Recruiting for this role ends on May 31, 2026.
Work You'll Do
As a Contact Center Operations Generalist (Specialist Master), you will lead contact center operations transformation and optimization programs for our clients. You will bring deep contact center operations expertise and strong familiarity with leading CCaaS platforms (e.g., Five9, Amazon Connect, Genesys, NICE) to help clients design, implement, and improve modern service capabilities across voice and digital channels. You will also help clients adopt AI-enabled service operations (e.g., agent assist, summarization, knowledge search, intelligent routing, quality automation) with a focus on measurable performance outcomes and appropriate governance.
The Team
Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.
Qualifications
Required:
- 8 years of experience in contact center operations, customer service operations, and/or contact job Work you'll do/Responsibilities:
- Serve as the Epic Interface Analyst responsible for designing and delivering interfaces during the build phase of an Epic implementation, with primary ownership of Epic Bridges (HL7) build and configuration.
- Conduct Epic Bridges Interface Analyst application build, testing, refinement, and issue resolution, as well as coordination with operational stakeholders to ensure fulfillment of requirements and support of less experienced client analysts
- Build, configure, and support interface workflows using Rhapsody Integration Engine (routing, transforms, orchestration, monitoring) to enable reliable clinical/business data exchange.
- Partner with Epic application/build teams and downstream system owners to translate integration requirements into technical designs, build artifacts, and testable deliverables.
- Drive quality through unit testing and support system/integration testing and UAT (user acceptance testing) readiness for assigned interfaces.
- Leverage prior Epic implementation experience to anticipate build-to-test-to-go-live cutover needs and reduce interface-related project risk.
- Design, develop, and unit test Epic Bridges interfaces (e.g., ADT, ORM/ORU, SIU, results, charges as applicable), including message validation, error handling, and reprocessing strategy; document build decisions and configuration.
- Configure and maintain Rhapsody routes/components (filters, transforms, acknowledgements, queues, alerts) and establish operational monitoring to support stable build progression into testing.
- Gather integration requirements and collaborate with Epic functional/build teams on integration design, including field mappings and workflow impacts; participate in design sessions and requirements/design decision-making.
- Support end-to-end integration testing, troubleshoot defects across Epic ↔ Rhapsody ↔ downstream systems, and drive issues to closure with clear root cause, remediation, and retest evidence.
- Coordinate interface build readiness for key build-phase milestones (configuration freeze, test cycle entry) and communicate risks/issues to the project manager with mitigation options.
AI & Engineering (AI & E) team delivers market leading expertise and industry depth by harnessing deep sector knowledge, scaling the power of hybrid services and products, and unlocking the power of Process Bionics to deliver sustainable and impactful solutions to our clients. We advise, design, implement, and deploy innovative and technology enabled solutions focused on "heart of the business" issues in specific sectors including Health Care & Life Sciences, Digital Banking & Payments, Investment & Wealth Management, Insurance, Telecom, Media and Energy & Resources.
Our AI & E team brings clients the knowledge of industry leaders who understand the relevant processes and technologies for their industry-and apply them with a process and mindset that tailors transformational change to their specific organization.
Qualifications Required
- Must have current Epic Bridges Certification
- Prior Epic implementation experience
- Hands-on experience with Rhapsody Integration Engine in healthcare integration delivery
- 5 years of recent experience with Epic implementations
- Demonstrated experience across the full Epic implementation lifecycle (including design, build, testing, activation and go-live stabilization support)
- Ability to drive timely completion of build and testing tasks, and serve as a resource / lead
- Experience in application build and go-live, along with extensive experience in implementation, workflows, troubleshooting, testing, and support
- Demonstrative understanding of technical documentation
- Limited immigration sponsorship may be available
- Bachelor's degree, preferably in information technology, business, or healthcare related field; or equivalent experience
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve. This may include overnight travel.
- Strong desktop skills including Word, Excel, PowerPoint
- Work Experience/Direct Knowledge of clinical area or business area to be supported
- Self Motivated, highly-organized and detail oriented skills are required
- Effective verbal and written communication skills
- Superior communication and customer service abilities
- Team player with the willingness/ability to work in a collaborative environment
- Must be able to operate independently or with minimum supervision
The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $102,800 to $130,500.
Salary : $102,800 - $130,500