T&T Consultant - Sales & Service (Genesys) - MY

Deloitte PLT; Kuala Lumpur; On-site; MYR 70,000 - 100,000; Full time

Job summary

A leading consulting firm in Kuala Lumpur is seeking a T&T Consultant to provide expertise in Customer Service and CCaaS solutions. In this role, you will lead technology implementations, build lasting relationships with clients, and collaborate with a team of experts. The ideal candidate has at least 3 years of experience in consulting or CRM, with expertise in platforms such as Genesys. This position requires a strong focus on personal development and a willingness to travel.

Qualifications

• 3 years’ experience in consulting and/or CRM and CCaaS implementation.
• Functional or techno-functional expertise in Customer Service applications.
• Drive and tenacity to continually learn new things.

Responsibilities

• Provide expertise in Customer Service and CCaaS solutions.
• Lead design and implementation of technology solutions.
• Build relationships with key client stakeholders.

Skills

Customer Service expertise

CCaaS knowledge

Consulting experience

Team collaboration

Stakeholder relationship building

Education

Tertiary qualification in relevant discipline

Tools

Genesys

Avaya

Amazon Connect

Job description

T&T Consultant - Sales & Service (Genesys) - MY

Location: Kuala Lumpur, MY

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve. We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose‑led growth and embed more equitable, inclusive and sustainable business practices. Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals. We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated and everyone is recognised for their contributions. Ready to unleash your potential with us? Join the winning team now!

• Be an expert in the Customer Service and Contact Center as a Service (CCaaS) domains to provide a deep understanding of the relevant solution(s)
• Lead on the design and implementation of technology and creative business solutions for iconic brands
• Responsible for the design and implementation of Customer Service technology, prototyping, configuration, testing, training, defining support procedures
• Take the lead on projects, solving some the most exciting problems for our clients
• Build lasting relationships with key client stakeholders and sponsors
• Collaborate with amazing digital experts across disciplines to innovate and create great solutions. Supporting the team in RFP and proposal responses

Your role as a leader:>

• Demonstrate a strong commitment to personal learning and development.
• Understand how our daily work contributes to the priorities of the team and business.
• Understand the set expectations and demonstrate accountability in keeping personal performance on track.
• Actively focus on developing effective communications and relationship‑building skills with stakeholders, clients and team.
• Demonstrate an appreciation for working with others.
• Understand what is fundamental to Deloitte’s success as a business.
• Demonstrate integrity and an awareness of strengths, differences, and personal impact.
• Develop understanding of Deloitte and offer a fresh perspective.

Requirements:

• Tertiary qualification in a relevant technology, business, or marketing discipline
• 3 years’ experience in consulting and/or CRM and CCaaS implementation in an enterprise environment
• Functional or techno‑functional expertise in Customer Service applications and CCaaS applications such as Genesys, Avaya and/or Amazon Connect. Development experience and relevant certification(s) will be a plus
• Experience contributing to RFP responses and other sales activities. Strong understanding of Agile / Iterative delivery methodology
• Configure and implement CCaaS integration with CRM systems
• Drive and determination to continually learn new things and develop yourself
• A natural team player who enjoys working with others to solve problems and sharing knowledge. Willing to push the technical limits and find the best solution for the business and our customers
• Drive, tenacity, client‑focused and results‑oriented
• An appreciation of the consulting lifestyle and ability to travel (both locally and abroad) is a prerequisite to fit to our short‑term and long‑term project assignment
• Willingness to work outside of office base
• Good and communication skills in English.

Due to volume of applications, we regret that only shortlisted candidates will be notified.