Mid Level Technical Customer Service Representative Jobs

INTRODUCTION

Our Deloitte Customer 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.

ROLE AND RESPONSIBILITIES

As a Health & Human Services Technical Engineer - Senior Consultant on the GPS HST Technology team, you will be responsible for:

• Support analysis and documentation of eligibility policies, business rules, and operational processes for public sector health and human services programs, including Medicaid, SNAP, TANF, and related benefit programs.
• Collaborate with eligibility workers, policy staff, and program stakeholders to translate legislation, policy guidance, and operational requirements into system requirements and business processes.
• Support eligibility determination design, case management workflows, notices, enrollment processes, interfaces, and program operations within integrated eligibility environments.
• Assist with development and execution of user acceptance testing (UAT), scenario-based testing, and validation of eligibility outcomes against policy requirements.
• Analyze defects, operational issues, and enhancement requests to identify business impacts and support resolution planning.

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

THE TEAM

Deloitte's Government and Public Services (GPS) practice is designed for impact. Serving federal, state, and local government clients, as well as public higher education institutions, the team brings experience in strategy, technology, and operations to help clients address complex mission challenges. Within this environment, GPS HST Technology professionals support programs that improve service delivery, operational effectiveness, and constituent outcomes.

BASIC QUALIFICATIONS

• Bachelors Degree
• 5 + years of consulting and/or industry experience
• Strong software engineering fundamentals, including data structures, APIs, debugging, version control, and database concepts such as SQL, Oracle, and DB2.
• Understanding of system design, cloud platforms (preferably AWS), scalability, reliability, security, integrations, and cloud migration.
• Ability to support phased modernization of legacy mainframe systems-including z/OS, COBOL, Natural, and DB2-with legacy and cloud-hosted components operating in parallel.
• Experience supporting enterprise applications, shared services, and data exchanges across federal, state, and financial systems; able to troubleshoot issues across development, QA, and higher environments.
• Strong problem-solving, documentation, communication, and collaboration skills, including contributing to design decisions, code reviews, implementation standards, and cross-functional delivery.
• Ability to travel 0 - 20%, on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

PREFERRED QUALIFICATIONS

• Prior experience supporting a statewide integrated eligibility and case management platform for programs such as SNAP, TANF, Medicaid, Child Care, Child Welfare, or Child Support
• Work experience with State HHS eligibility and case management systems in a production support setting
• Experience with enterprise integration platforms (such as MuleSoft), business rules engines (such as Corticon), and reporting or document generation tools
• Experience with operational readiness, regression support, and post-release stabilization
• SQL and data analysis skills to support issue investigation, reconciliation, and production defect analysis
• Experience supporting requirements validation, testing support, or defect triage related to eligibility logic

COMPENSATION

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 $102,000 to $160,000.

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.