Functional Consultant, Technology & Transformation - Future of Service (CCaaS)

Deloitte Canada; Toronto; Hybrid; CAD 58,000 - 102,000; Full time

Job summary

A leading consulting firm in Toronto is seeking a Functional Consultant to join their Technology & Transformation team. This role involves supporting client project delivery by implementing technology solutions that enhance service delivery and customer experience. The ideal candidate has 1-3 years of relevant experience and a Bachelor's degree. This position offers a competitive salary and a hybrid work environment.

Benefits

Flexible benefits

Professional development opportunities

Bonus program

Qualifications

• 1–3 years of experience in business analysis, service transformation, or consulting roles.
• Foundational understanding of contact centre operations and customer experience.
• Experience in gathering and documenting business requirements.

Responsibilities

• Support the delivery of client projects through technology solutions.
• Gather requirements, analyze data, and contribute to solution design.
• Assist with workshops and project coordination.

Skills

Business analysis

Service transformation

Consulting

Analytical skills

Problem-solving

Communication skills

Teamwork

Education

Bachelor’s degree in business, management, information systems, or a related field

Job description

Functional Consultant, Technology & Transformation - Future of Service (CCaaS)

Date: Sep 19, 2025

Location: Toronto, ON, CA, M5C 3G7

Job Type: Permanent
Work Model: Hybrid
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Calgary, AB; Montreal, QC; Vancouver, BC

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.

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

What will your typical day look like?

We are seeking a consultant to join our Technology & Transformation (T&T) team, focusing on the Future of Service offering within our national practice. As a consultant, you will support the delivery of client projects by assisting in the implementation of technology solutions that enhance service delivery and customer experience.

You will work alongside clients and project teams to gather requirements, analyze data, and contribute to solution design. You will assist with workshops, requirements gathering, project coordination and support the development of key project deliverables.

About the team

Join our T&T team and be part of a dynamic, innovative environment with professionals who are passionate about technology and client service.

Enough about us, let’s talk about you

You are a strong candidate if you have:
• 1–3 years of experience in business analysis, service transformation, or consulting roles
• Bachelor’s degree in business, management, information systems, or a related field
• Foundational understanding of contact centre operations, customer experience, and service delivery processes

• Experience in gathering and documenting business requirements, assist in mapping processes, and support business case development for cloud-based contact centre solutions
• Strong analytical, problem-solving, and communication skills, with the ability to contribute to workshops and client presentations
• Experience working in teams to analyze business challenges and support actionable recommendations
• Ability to work both independently and as part of a team in remote and on-site environments; willingness to travel nationally as required
• Enthusiasm for learning and staying up to date with trends in digital service delivery, customer experience, and enterprise technology

Total Rewards

The salary range for this position is $58,000 - $102,000, 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 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.

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.

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 encourage applications from all qualified candidates who represent the full diversity of communities across Canada.