Customer Service Automation Specialist

Job Type: Permanent
Montreal, QC
Montreal, QC; Quebec City, QC; 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. 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. Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
Join Deloitte’s fast-growing Salesforce & Certinia practice, where we help leading professional services and SaaS organizations transform how they sell, deliver, and operate. As a Consultant, Certinia PSA, you will implement solutions that modernize project delivery, resource management, time & expense, billing, and revenue operations.
As a Consultant, you will be part of the functional workstreams during Certinia PSA implementations while acting as a trusted advisor to client stakeholders.

Developing, managing, and strengthening relationships with customer stakeholders
Supporting workshops to gather requirements, analyze business processes, and recommend improvements
Working with the broad team of both onshore and offshore resources to ensure our customer’s future state Certinia system architecture is aligned with best practices for technical excellence and professional services operations
Supporting data migration, testing cycles, deployment, and go-live readiness
Preparing and delivering end-user and administrator training
Acting as a trusted advisor by proposing scalable and innovative solutions tailored to client goals
You will be part of Deloitte’s Salesforce & Certinia consulting team—an integrated group of experts in quote-to-cash, ERP, PSA, and service delivery transformation. We foster a culture focused on collaboration, continuous learning, and helping each other grow.
3+ years’ experience in a Salesforce-platform based consulting role

• Experience with Certinia, Professional Service Automation (PSA) tools and/or Project Management software
• Experience with Accounting, CRM, ERP and/or HCM systems, workflows and processes
• Exposure to integration design architecture between SFDC modules and external systems is an asset
• Certinia PSA Certified Implementation Consultant and/or Certinia PSA Sysadmin Certification is an asset
• Salesforce Certified Administrator, App Builder and Platform Developer 1 certifications are an asset
• Proven expertise in advising and supporting enterprise-scale technical solution design while meeting complex business requirements
• Experience facilitating and/or supporting client workshops; documenting user stories and test scripts as meaningful outcomes
• Strong understanding of software development and deployment processes and methodologies (Agile), particularly on the SFDC platform
• Hands-on experience with professional services operations (projects, resourcing, time & expense, billing, revenue)
• Strong written and verbal communicator in English (mandatory), French is an asset
• A University Degree in Engineering, Software Development, Business Management, or a related field

Bilingualism in French and English is required for this position due to the nature of the role having interactions with National & Global clients and project teams.
The salary range for this position is $58,000 - $102,000, and individuals may be eligible to participate in our bonus program. 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, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.
We provide flexible working options to support you and how you can contribute.
We offer opportunities and experiences that support your continuing growth as a leader.
We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.
Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to our AccessAbility Action Plan , Reconciliation Action Plan and the BlackNorth Initiative .

We encourage you to connect with us at View email address on careers.deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or View email address on careers.deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

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.
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.