Contact Center Delivery Product Manager, Deloitte Global Technology

Posting Details

• Posting Start Date: 12/17/25
• Job Type: Permanent
• Work Model: Remote
• Reference code: 131650
• Primary Location: Toronto, ON
• All Available Locations: Toronto, ON; Burlington, ON; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Moncton, NB; Ottawa, ON; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Winnipeg, MB

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. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian‑owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

By living our Purpose, we will make an impact that matters.

• 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

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Deloitte Global

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

What will your typical day look like?

Seeking a professional with strong contact center technology experience to join our team in support of a Global Contact Center. Working with vendors and internal teams, the resource must be able to integrate the business strategy and knowledge of software capabilities (current and future) into vision and direction for the GCC. This role will help drive the adoption of the current toolset, Genesys Cloud CX and ServiceNow as our CRM to ensure full functionality is being leveraged to support the business. Responsible to conduct research of industry trends and identify opportunities for leveraging current and evolving technologies.

• Experience in deploying, managing, and driving innovation for Contact Center technology using Genesys Cloud CX and ServiceNow
• Good understanding of all aspects of Contact center operations.
• Requires ability to understand and relate to the business objectives and drive the application of technology solutions.
• Ability to research and stay current on contact center industry trends, identify technology opportunities, present them for consideration.
• Drive innovation for contact center automation, agent and customer satisfaction, and overall operational efficiency.
• Ability to adjust communications to both technical and non‑technical audiences. Must have strong analytical abilities and organizational/planning abilities.

About The Team

Deloitte Technology works at the forefront of technology development and processes to support and protect Deloitte around the world. In this truly global environment, we operate not in “what is” but rather “what can be” to help Deloitte deliver and connect with its clients, its communities, and one another in ways not previously conceived.

Enough About Us, Let’s Talk About You

Required

• 7+ years of experience in technology delivery, including leadership of large‑scale, complex programs.
• Proven track record in managing multi‑disciplinary teams and delivering enterprise‑grade solutions.
• Strong stakeholder management and executive communication skills.
• Advanced understanding of delivery methodologies (Agile, Waterfall, Hybrid).
• AI and GEN AI experience
• Work package ownership and leadership
• Must be able to lead work packages independently
• Strong understanding contact center integration (API's)
• Bachelor’s or Master’s degree in Computer Science, Engineering, or related

Preferred

• Genesys Cloud CX experience preferred, but other CCaaS solution experience considered
• SAFe Agile and Project management skills
• BPO experience
• Certifications PMP, Scrum Master, AWS/Azure, etc.

Total Rewards

The salary range for this position is $85,000 – $156,000, 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 approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

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. 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. On top of our regular paid vacation days, some examples include:

• $4,000 per year for mental health support benefits
• $1,300 flexible benefit spending account
• Firm‑wide closures known as “Deloitte Days”
• Dedicated days for learning (known as Development and Innovation Days)
• Flexible work arrangements and a hybrid work structure

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

Inclusion & Accessibility

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.
• We provide flexible working options to support you and how you can contribute.
• We encourage applications from all qualified candidates who represent the full diversity of communities across Canada, including people with disabilities, candidates from Indigenous communities, and candidates from the Black community.

If you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations), please contact accessiblecareers@deloitte.ca. For questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis), contact indigenouscareers@deloitte.ca.

When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

Deloitte Canada Commitment

Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.