Job Title: T&T - Customer - CS&D - Associate Director | Customer Experience | Bengaluru
Your potential, unleashed.
India’s impact on the global economy has increased at an exponential rate and Deloitte presents an opportunity to unleash and realize your potential amongst cutting edge leaders, and organizations shaping the future of the region, and indeed, the world beyond.
At Deloitte, your whole self to work, every day. Combine that with our drive to propel with purpose and you have the perfect playground to collaborate, innovate, grow, and make an impact that matters.
The Team
Deloitte’s Technology & Transformation practice can help you uncover and unlock the value buried deep inside vast amounts of data. Our global network provides strategic guidance and implementation services to help companies manage data from disparate sources and convert it into accurate, actionable information that can support fact-driven decision-making and generate an insight-driven advantage.
Job Description:
GCB 5 Techno-Functional Delivery Manager – Contact Center Transformation (Genesys Cloud CX)
Position Overview
We are looking for a Techno-Functional Delivery Manager to drive the design, configuration, and functional delivery of Genesys Cloud CX solutions as part of a large-scale contact center transformation program. This role bridges business requirements and technical implementation, ensuring the customer experience vision translates into scalable, efficient, and business-aligned Genesys Cloud configurations.
Key Responsibilities
Requirements Translation & Solution Design
- Collaborate with business stakeholders, operations, and CX teams to translate business and customer experience requirements into Genesys Cloud CX configurations.
- Architect call flows using Genesys Architect, including IVR menus, routing logic, digital channel flows, and bot interactions.
- Define and validate queue structures, routing strategies, skills, permissions, and role hierarchies.
Configuration & Validation
- Review Architect flows, agent interfaces, custom scripts, and knowledge integration to ensure alignment with CX and operational goals.
- Support functional testing, agent simulation exercises, and end-to-end customer journey validation across channels.
- Work with QA teams to define test scenarios and acceptance criteria.
Integrations & Technical Enablement
- Lead the integration design between Genesys Cloud and enterprise CRMs (e.g., Salesforce, MS Dynamics) using Data Actions, Webhooks, or Middleware.
- Collaborate with IT teams to ensure seamless integration with WFM, case management, and reporting platforms.
- Provide functional oversight on WEM (Workforce Engagement Management), speech analytics, and KPI mapping into reporting frameworks.
Stakeholder Management & Delivery Governance
- Act as the functional bridge between business teams and technical developers.
- Conduct design walkthroughs, playback sessions, and solution sign-offs with stakeholders.
- Ensure adherence to program governance, timelines, and change control processes.
Qualifications & Skills
- 8-12 years of experience in contact center technology delivery, with at least 5+ years hands-on in Genesys Cloud CX.
- Strong functional knowledge of call routing, IVR design, digital channel flows, and agent desktop setup.
- Experience with Genesys Architect, Data Actions, API/Webhooks, and middleware-based CRM integrations.
- Familiarity with WEM, speech analytics, and reporting/KPI design.
- Ability to translate CX strategy into technical design with strong documentation and presentation skills.
- Strong stakeholder engagement skills across operations, IT, and vendor partners.
- Certifications in Genesys Cloud CX (e.g., GCP – Genesys Cloud Professional) preferred.
Key Attributes
- Hybrid thinker with both technical depth and business acumen.
- Strong analytical and problem-solving mindset with a customer-first approach.
- Excellent communicator with the ability to influence stakeholders across business and IT.
- Detail-oriented, delivery-focused, and capable of thriving in large-scale transformation programs.
How you’ll grow
Connect for impact
Our exceptional team of professionals across the globe are solving some of the world’s most complex business problems, as well as directly supporting our communities, the planet, and each other. Know more in our Global Impact Report and our India Impact Report.
Empower to lead
You can be a leader irrespective of your career level. Our colleagues are characterised by their ability to inspire, support, and provide opportunities for people to deliver their best and grow both as professionals and human beings. Know more about Deloitte and our One Young World partnership.
Inclusion for all
At Deloitte, people are valued and respected for who they are and are trusted to add value to their clients, teams and communities in a way that reflects their own unique capabilities. Know more about everyday steps that you can take to be more inclusive. At Deloitte, we believe in the unique skills, attitude and potential each and every one of us brings to the table to make an impact that matters.
Drive your career
At Deloitte, you are encouraged to take ownership of your career. We recognise there is no one size fits all career path, and global, cross-business mobility and up / re-skilling are all within the range of possibilities to shape a unique and fulfilling career. Know more about Life at Deloitte.
Everyone’s welcome… entrust your happiness to us
Our workspaces and initiatives are geared towards your 360-degree happiness. This includes specific needs you may have in terms of accessibility, flexibility, safety and security, and caregiving. Here’s a glimpse of things that are in store for you.
Interview tips
We want job seekers exploring opportunities at Deloitte to feel prepared, confident and comfortable. To help you with your interview, we suggest that you do your research, know some background about the organisation and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.