CCaaS Solution Architect, Global Salesforce

Slalom; Baltimore (MD); Remote; USD 139,000 - 225,000; Full time

Job summary

A leading consulting firm seeks a CCaaS Solution Architect to enhance customer experiences through innovative solutions. The ideal candidate will have extensive experience in contact center operations and cloud platforms, with strong project management and communication skills. This role offers competitive compensation and a commitment to diversity and inclusion.

Benefits

Meaningful time off

Parental leave

401(k) matching

Comprehensive health coverage

Adoption and fertility assistance

Well-being reimbursements

Qualifications

• 8+ years in Contact Center Operations or CCaaS.
• 5+ years with cloud-based contact center platforms.
• Experience leading workshops and meetings.

Responsibilities

• Support clients in enhancing customer experiences.
• Lead client sessions to gather business requirements.
• Implement and manage Contact Center Transformation solutions.

Skills

Communication

Interpersonal Skills

Project Management

Teamwork

Tools

Salesforce Service Cloud

Scrum

Jira

Rally

Job description

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In our Salesforce business, we help our clients bring impactful customer experiences to life, making our clients the heroes of their transformation stories. We are passionate about building a diverse and inclusive team, recognizing that diverse team members bring their authentic selves to work and help reach more diverse populations in innovative ways. Our team includes customer strategy experts, Salesforce-certified professionals, industry specialists, change management consultants, and project leaders. As the 2nd largest global Salesforce partner, we are committed to growing our Salesforce talent and providing meaningful work aligned with personal and professional growth.

Job Title: Contact Center Transformation Consultant – Principal

(Title and Role Depends On Experience Level) - Remote

Slalom seeks a self-driven individual with a “get it done” attitude to join our Contact Center Transformation Capabilities team. This team supports clients in enhancing their customer experiences through best-in-class service and support, leveraging Salesforce, business intelligence, AI, and other technologies.

Responsibilities

• Support the Service Practice as a subject matter expert in contact center operational transformation
• Participate in business development discussions, identifying client needs and recommending solutions
• Implement and manage Contact Center Transformation solutions
• Lead client sessions to gather and define business requirements
• Document requirements via use cases and stories
• Understand Salesforce multi-cloud solutions related to contact centers
• Support development of case studies, training materials, and conduct training sessions
• Identify opportunities during project planning and execution
• Document best practices, roadmaps, and Salesforce functionalities
• Provide operational, technical, and functional expertise
• Participate in training content development and delivery
• Develop implementation plans for all delivery phases
• Demonstrate solutions to stakeholders
• Perform impact analysis for scope changes
• Lead requirements gathering and process flow design
• Familiarity with agile methodologies and tools like Scrum, Jira, Rally is a plus
• Active Salesforce certifications or ability to obtain them
• Perform impact analysis for scope changes and manage change processes

Qualifications

• 8+ years in Contact Center Operations or CCaaS with subject-matter expertise
• Hands-on experience managing/supporting contact center functions
• 5+ years with cloud-based contact center platforms
• Understanding of Quality and Workforce Management technologies
• Expertise in service metrics and KPI definition
• Experience designing and implementing Contact Center solutions
• Excellent communication and interpersonal skills
• Experience leading workshops and meetings virtually or in person
• Team player with experience in large-scale enterprise projects
• Strong project management skills

Preferred Technical Qualifications

• Understanding of CCaaS/Cloud applications and industry trends
• Familiarity with Salesforce Service Cloud and other Salesforce clouds
• 3+ years in Customer Service or Contact Centers
• 3+ years consulting experience or similar stakeholder engagement experience
• Willingness to conduct solution scenario reviews during interviews

About Us

Slalom is a human-centric business and technology consulting firm that delivers outcomes through agile collaboration. With 52 offices in 12 countries, we partner with clients to create impactful customer experiences and innovative solutions. We believe in moving faster, dreaming bigger, and building better futures together.

Compensation and Benefits

We offer meaningful time off, parental leave, 401(k) matching, comprehensive health coverage, adoption and fertility assistance, and well-being reimbursements. The salary range for this role is $139,000-$225,000, with potential bonuses, depending on skills and experience.

EEO and Accommodations

Slalom is committed to diversity and inclusion. We provide accommodations for applicants with disabilities and consider all qualified applicants without regard to protected characteristics. Applications are accepted until June 30, 2025.