CCaaS Solution Architect, Global Salesforce

Slalom; Charlotte (NC); Remote; USD 139,000 - 225,000; Full time

Job summary

Slalom is seeking a Contact Center Transformation Consultant – Principal to enhance customer experiences through Salesforce solutions. This role involves leading operational transformations, managing client engagements, and leveraging extensive experience in contact center technology. Join a diverse team committed to innovation and impactful client solutions.

Benefits

Time off

Parental leave

401(k) matching

Health coverage

Adoption and fertility support

Qualifications

• 8+ years in Contact Center Operations and/or CCaaS.
• 5+ years experience with cloud-based contact center platforms.
• Strong interpersonal and communication skills.

Responsibilities

• Support the Service Practice as a subject matter expert in contact center transformation.
• Lead client sessions to gather and define business requirements.
• Document requirements through use cases and stories.

Skills

Contact Center Operations

Cloud-based contact center platforms

Project Management

Interpersonal skills

Communication skills

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 support innovative solutions for diverse populations. Our team includes customer strategy experts, Salesforce-certified professionals across all capabilities, industry specialists, change management consultants, and project leaders. As the 2nd largest global Salesforce partner, we are committed to growing our Salesforce talent, offering growth opportunities, and meaningful work aligned with personal and professional goals.

Job Title: Contact Center Transformation Consultant – Principal

(Title and Role Depend on Experience Level) - Remote

Slalom seeks a self-driven individual with a “get it done” attitude and a passion for solving complex business and technology problems. This role supports clients in improving customer experiences through Salesforce, business intelligence, communications, AI, and more. We design and implement Salesforce solutions, create omnichannel engagement, and optimize business processes to enhance customer service and support, including AI solutions across channels.

Responsibilities

1. Support the Service Practice as a subject matter expert in contact center operational transformation opportunities.
2. Participate in business development discussions to identify client needs and recommend solutions.
3. Propose and manage Contact Center Transformation solutions that meet business requirements.
4. Lead client sessions to gather and define business requirements.
5. Document requirements through use cases and stories.
6. Understand Salesforce multi-cloud solutions related to contact centers.
7. Support development of case studies and training materials; conduct training sessions.
8. Identify untapped opportunities during project phases.
9. Document best practices, roadmaps, blueprints, and Salesforce functionalities.
10. Provide operational, technical, and functional expertise to project teams and clients.
11. Participate in training content development and delivery.
12. Develop estimates and plans for project phases.
13. Demonstrate solutions to stakeholders.
14. Perform impact analysis for scope changes and document adjustments.
15. Lead requirements gathering sessions, design process flows, and help define test scripts.
16. Familiarity with agile methodologies and tools like Scrum, Jira, Rally is a plus.
17. Maintain or achieve relevant Salesforce certifications.
18. Perform impact analysis for scope changes and manage change processes.

Qualifications

1. 8+ years in Contact Center Operations and/or CCaaS, with expert knowledge of contact center technology.
2. 8+ years supporting full scope of contact center functions.
3. 5+ years experience with cloud-based contact center and telephony platforms.
4. Understanding of Quality and Workforce Management technologies.
5. Knowledge of service metrics and KPI development.
6. Experience designing and implementing contact center solutions.
7. Strong interpersonal and communication skills across all organizational levels.
8. Ability to lead workshops and meetings virtually or in person.
9. Experience with large enterprise implementations.
10. Demonstrated project management skills across complex projects.

Preferred Technical Qualifications

1. Understanding of CCaaS/Cloud applications and industry trends.
2. Familiarity with Salesforce Service Cloud and other Salesforce clouds.
3. 3+ years in Customer Service or Contact Centers, and consulting experience.
4. Willingness to participate in scenario reviews and white-board sessions.

About Us

Slalom is a human-centric business and technology consulting firm that emphasizes outcomes, collaboration, and innovation. With 52 offices across 12 countries, we work with clients to deliver customer experiences, new products, and operational improvements. We believe in moving faster, dreaming bigger, and building better futures together.

Compensation And Benefits

We invest in our team’s well-being, offering time off, parental leave, 401(k) matching, health coverage, adoption and fertility support, and more. The base salary for this Principal role ranges from $139,000 to $225,000, with potential bonuses. Actual pay depends on skills, experience, and location. Salary ranges are subject to change.

EEO and Accommodations

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