CCaaS Solution Architect, Global Salesforce

Slalom; Boston (MA); Remote; USD 139,000 - 225,000; Full time

Job summary

Slalom is seeking a CCaaS Solution Architect to enhance customer experiences through Salesforce solutions. This role involves leading contact center transformations, managing client requirements, and delivering training, requiring extensive experience in contact center operations and cloud platforms.

Benefits

Comprehensive health coverage

Parental leave

401(k) plan

Adoption support

Time off

Qualifications

• 8+ years in Contact Center Operations or CCaaS.
• Experience leading workshops and supporting large-scale implementations.
• Strong interpersonal and communication skills.

Responsibilities

• Support the Service Practice as a SME on contact center operational transformation.
• Implement and manage Contact Center Transformation solutions.
• Lead client sessions to gather and define business requirements.

Skills

Contact Center Operations

Cloud Contact Center

Interpersonal Skills

Project Management

Tools

Salesforce Service Cloud

Agile Tools

Job description

Join to apply for the CCaaS Solution Architect, Global Salesforce role at Slalom.

In our Salesforce business, we help our clients bring impactful customer experiences to life and support their transformation stories. We value diversity and inclusion, encouraging team members to bring their authentic selves and innovate in reaching diverse populations. Our team includes customer strategy experts, Salesforce-certified professionals, industry specialists, change consultants, and project leaders. As the 2nd largest global Salesforce partner, we focus on growing our Salesforce talent with meaningful projects that align with personal and professional goals.

Job Title: Contact Center Transformation Consultant – Principal

(Title and Role Depends on Experience Level) - Remote

We seek a self-driven individual with a proactive attitude to join Slalom’s Contact Center Transformation Capabilities team. This team helps clients improve customer experiences through Salesforce, business intelligence, communications, AI, and more. We design and implement Salesforce solutions, omnichannel engagement, and process optimization to enhance customer service and support, including AI integrations.

Responsibilities

1. Support the Service Practice as a SME on contact center operational transformation opportunities.
2. Participate in business development to identify client needs and recommend solutions.
3. Implement and manage Contact Center Transformation solutions aligned with business requirements.
4. Lead client sessions to gather and define business requirements.
5. Document requirements as use cases and stories.
6. Understand Salesforce multi-cloud solutions related to contact centers.
7. Support case studies, training materials, and conduct training sessions.
8. Identify opportunities during project phases.
9. Document best practices, roadmaps, and Salesforce functionalities to meet utilization targets.
10. Provide technical and operational expertise to projects and clients.
11. Develop and deliver end-user training and demos.
12. Create implementation plans covering all delivery phases.
13. Perform impact analysis for scope changes and document adjustments.
14. Lead requirements gathering, process design, and test scripting.
15. Familiarity with agile tools like Scrum, Jira, Rally is a plus.
16. Maintain or obtain Salesforce certifications.
17. Perform change management and scope control activities.

Qualifications

• 8+ years in Contact Center Operations or CCaaS, with SME knowledge.
• 8+ years managing or supporting contact center functions.
• 5+ years with cloud contact center and telephony platforms.
• Understanding of Quality and Workforce Management technologies.
• Expertise in service metrics and KPI definition.
• Experience designing contact center solutions and artifacts.
• Strong interpersonal and communication skills across all levels.
• Experience leading workshops and supporting large-scale implementations.
• Project management skills across enterprise projects.

Preferred Technical Qualifications

• Knowledge of CCaaS/cloud applications and industry trends.
• Familiarity with Salesforce Service Cloud and other Salesforce clouds.
• 3+ years in customer service, contact centers, or consulting.
• Willingness to participate in solution scenario reviews.

About Us

Slalom is a human-centric consulting firm delivering outcomes through agile collaboration across 52 offices globally. We work with top clients to enhance customer experiences, innovate, and create value. We believe in moving faster, dreaming bigger, and building better futures together.

Compensation & Benefits

We offer comprehensive benefits including time off, parental leave, 401(k), health coverage, adoption support, and more. The salary range for the Principal role is $139,000-$225,000, with potential bonuses. Actual pay depends on skills, experience, and location.

EEO & Accommodations

Slalom is an equal opportunity employer committed to diversity and inclusion. We consider all qualified applicants and provide accommodations during the hiring process. Applications are accepted until June 30, 2025.