Our Deloitte Cyber team understands the unique challenges and opportunities businesses face in cybersecurity. Join our team to deliver powerful solutions to help our clients navigate the ever-changing threat landscape. Through powerful solutions and managed services that simplify complexity, we enable our clients to operate with resilience, grow with confidence, and proactively manage to secure success.

Recruiting for this role ends on 12/31/2026.

Work you'll do

As a Managed Services Engineer III on the Cyber Operate Offering team, you will be responsible for...

Act as main interface point between Service Delivery Managers (SDMs), Cyber Managed Services Engineering, Threat Hunting teams and SOC analysts
Act as escalation point for all advanced security escalations from L2 analysts
Perform in-depth analysis and triage of threat activity across host and network layers traffic and protocol analysis to identify infection vectors, scope of compromise, and impact.
Review threat intelligence and open-source information to maintain awareness of new patterns, activity, and tactics associated with advanced threat actors, and incorporate this into ongoing hunt activity.
Analyze network and endpoint data in both structured and unstructured methods using the SIEM and specialized tooling; remain tool-agnostic concepts and methods are key, the tool is only a means.
Interface with Threat Intelligence to raise questions, share escalations, and mine reporting for actionable threat behaviors.
Analyze malware (executables, scripts, documents) to determine indicators of compromise, and create signatures for future detection of similar samples
Provide guidance on process and procedures specific to client's environment
Responsible for meeting SLA requirements
Ensure quality standards are being met by doing ticket audits and reviewing and completing shift turnover logs
Conduct continuous improvement and on the job training (OJT)
Coordinates with Service Delivery Managers to enforce specific client requests and provide monitoring updates
Coordinate with clients to process and complete continuous improvement activities
Monitor and provide feedback/guidance on incident tickets on trends, patterns and anomalies
Act as the Point of escalation for operations/security issues
Attend client meetings, as and when needed, to assist SDMs with dissemination of security and event information
Ensure SOC metrics are met
Review reports and deliverables before they leave the SOC
Manage security event investigations, partnering with other departments as needed
Maintain individual certifications and learning requirements

A successful candidate would possess these skills:

Proven ability to lead and coordinate a team of analysts across shifts
Strong client-facing communication skills, including delivering findings and updates to SDMs and clients
Ability to make sound, timely decisions during high-severity or ambiguous incidents
Ability to manage competing priorities across ticket queues, escalations, and personnel needs
Strong coaching and mentoring skills to develop L1 and L2 Analysts
Ability to build and sustain professional relationships across client and internal stakeholder groups
Meticulous attention to quality, demonstrated through ticket audits and QA reviews
Ability to lead process-improvement initiatives and own runbook/playbook governance
Ability to remain composed and provide clear direction during critical incidents

The team

Our Cyber Operate Offering operates clients' critical cyber assets as a fully managed service or working in partnership with clients. Provides talent, leading technologies, and processes to operate client cyber capabilities, including the identity lifecycle, security operations, threat intelligence, application security bus job Associate Vice President, CCaaS & AI Transformation

Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design. We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service. We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects. Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce.

Recruiting for this role ends on November 20, 2026.

Work you'll do

As an Associate Vice President, you will help grow and deliver Deloitte's Contact Center and Customer Service transformation business. You will serve as a trusted client advisor, lead complex engagements, shape pursuits, and bring together business, technology, alliance, and delivery teams to create measurable client value.

You will:

Lead executive-level client relationships and advise stakeholders on contact center, CCaaS, and AI-enabled service transformation.
Shape and deliver transformation programs using NICE CXone, Amazon Connect, and related CX technologies.
Lead pursuit strategy, client workshops, solution development, proposals, estimates, and executive presentations.
Translate business priorities into practical strategies, roadmaps, operating models, and implementation plans.
Provide point of view on AI in service, including virtual agents, agent assist, automation, summarization, quality management, and agentic experiences.
Oversee delivery quality, architecture, risks, dependencies, financial performance, and client outcomes.
Coordinate multidisciplinary teams across strategy, operations, technology, data, engineering, and change management.
Build trusted relationships with alliance partners and support joint go-to-market activities.
Develop reusable offerings, assets, methodologies, and thought leadership to strengthen Deloitte's market position.
Coach and develop practitioners while contributing to recruiting, staffing, and career development.
Identify opportunities to expand client value and support account growth.

A successful candidate would possess these skills:

Ability to work independently and collaborate as part of a team
Effective written and verbal communication skills
Meticulous attention to detail and quality of work product
Ability to build and sustain professional relationships
Ability to lead projects or workstreams
Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
Strong interpersonal skills and professional demeanor
Ability to meet deadlines
Ability to mentor and provide clear guidance to others

The team

Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.

Qualifications

Required:

10+ years delivering digital, cloud, contact center, or customer service solutions, including 5+ years focused on CCaaS or customer service transformation.
5+ years spanning sales/pre-sales and delivery, including at least 3 pursuits and 2 implementation, migration, or optimization programs.
5+ years with NICE CXone and/or Amazon Connect, including experience designing or overseeing enterprise solutions integrated with CRM, IVR, workforce management, quality management, analytics, or digital channels.
Experience applying AI to at least one customer service or contact center use case, such as virtual agents, conversational IVR, agent assist, summarization, quality automation, or workforce optimization.
Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve.
Limited immigration sponsorship may be available
Bachelor's Degree in Computer Science, Engineering or equivalent work experience.

Preferred :

Integrations with Salesforce, ServiceNow, Oracle, SAP, or Microsoft Dynamics.
Experience with omnichannel routing, self-service, IVR, workforce management, quality management, analytics, and digital channels.
Working knowledge of AWS services such as Amazon Connect, Lex, Bedrock, Lambda, and API Gateway.
Experience with AI platforms such as Agentforce, Google CCAI, Cognigy, Kore.ai, or similar.
Agile, Scrum, hybrid delivery, or relevant cloud/CCaaS certifications.

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $171,500 to $307,500.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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Cyber Operate SOC L3 Analyst / Shift Lead - Senior Consultant

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