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

Deloitte Canada; Toronto; On-site; CAD 90,000 - 175,000; Full time

Job summary

A leading consulting firm in Toronto is seeking a Manager for the Technology & Transformation department. The role involves managing consulting engagements, fostering team growth, and leveraging cloud-based contact centre technologies. Ideal candidates have over 6 years of advisory experience, a relevant degree, and excellent communication skills. A competitive salary range of $90,000 - $175,000 is offered along with various employee benefits.

Benefits

Paid vacation days

Mental health support benefits

Flexible benefit spending account

Qualifications

• 6+ years of relevant experience in advisory or implementation roles.
• Experience with modern cloud-based contact centre technologies.
• Desire to leverage expertise to help clients.

Responsibilities

• Support the evolution and delivery of service offerings.
• Deliver consulting engagements as project manager.
• Coach and develop junior staff.

Skills

Advisory experience

Consulting

Strong communication skills

Analytical skills

Adaptability

Education

Bachelor’s degree in computer science or business

Graduate degree

Tools

CCaaS technologies

Genesys

AWS

Job description

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

Date: Oct 18, 2025

Location: Toronto, ON, CA, M5C 3G7

Job Type: Permanent
Work Model: Hybrid
Reference code: 129853
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Calgary, AB; Montreal, QC; Vancouver, BC

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.

• 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 Manager for our Technology & Transformation (T&T) department, focusing on the Future of Service offering within our national practice. As a Manager, you will support the evolution and delivery of our service offerings, contribute to team growth, and help establish and maintain relationships with clients as a trusted advisor. You will deliver consulting engagements as a project manager and functional leader using proven methodologies, ensuring client satisfaction throughout the process. You will also participate in consulting sales activities, including drafting service proposals and supporting business development initiatives.

Additionally, you will be encouraged to pursue ongoing training and development for yourself and your team. You will play an active role in coaching and developing junior staff, contributing to a collaborative and high‑performing team environment.

Enough about us, let’s talk about you

As a Manager, you are someone with:

• 6+ years of relevant experience in advisory and/or implementation roles, preferably within consulting.
• Bachelor’s degree in computer science, business, or a related field; a graduate degree is considered an asset.
• Experience working with, or for, service delivery or contact centres, providing a solid understanding of contact centre operations and key capabilities such as channel interaction routing, workforce management, quality management, and business application architectures.
• Familiarity with modern cloud‑based contact centre technologies (e.g., CCaaS, AI/GenAI) and how they can enhance customer/client and employee experience. Experience with leading vendors such as Genesys, Five9, NICE, Google, or AWS is required.
• A desire to leverage your expertise to help clients while demonstrating adaptability and a willingness to learn new skills and capabilities.
• Experience working in remote or hybrid environments, and the ability to travel nationally as required.
• Strong communication, analytical, and synthesis skills, with experience presenting to client and internal leadership audiences.

Total Rewards

The salary range for this position is $90,000 - $175,000, 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. 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, including paid vacation days, mental health support benefits, a flexible benefit spending account, firm‑wide closures known as "Deloitte Days", and flexible work arrangements.

Our promise to our people: Deloitte is where potential comes to life.

Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada, including people with disabilities, Indigenous community members, and candidates from the Black community.

By applying to this job you will be assessed against the Deloitte Global Talent Standards.

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