CCaaS Solution Architect, Global Salesforce

Slalom; Detroit (MI); Remote; USD 139,000 - 225,000; Full time

Job summary

A leading consulting firm seeks a CCaaS Solution Architect to enhance customer experiences through Salesforce and other technologies. This role involves designing solutions, supporting business development, and leading client engagements. Ideal candidates will have extensive experience in contact center operations and a passion for innovative problem-solving.

Benefits

401(k) matching

Health coverage

Parental leave

Adoption assistance

Fertility assistance

Qualifications

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

Responsibilities

• Support Service Practice as a SME on contact center transformation.
• Lead requirements gathering sessions and document best practices.
• Propose and manage Contact Center Transformation solutions.

Skills

Communication

Interpersonal Skills

Project Management

Agile Methodologies

Stakeholder Engagement

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 make our clients the heroes of their transformation stories. We value diversity and inclusion, encouraging team members to bring their authentic selves to work and to develop solutions that reach diverse populations in innovative ways. Our team includes customer strategy experts, Salesforce-certified specialists, industry experts, change 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) - 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, unified communications, AI, and more. Responsibilities include designing and implementing Salesforce solutions, supporting business development, gathering and defining requirements, and supporting training and documentation.

Responsibilities

1. Support the Service Practice as a SME on contact center operational transformation opportunities.
2. Participate in business development discussions to identify client needs and recommend solutions.
3. Propose, implement, and manage Contact Center Transformation solutions.
4. Lead client sessions to gather and define requirements.
5. Document requirements via 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 teams and clients.
11. Support training content development and delivery.
12. Develop estimates and plans for delivery lifecycle phases.
13. Demonstrate solutions to stakeholders as needed.
14. Perform impact analysis for scope changes and document modifications.
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. Active Salesforce certifications or ability to obtain relevant certifications.
18. Perform impact analysis for scope changes and manage change processes.

Qualifications

• 8+ years in Contact Center Operations and/or CCaaS with subject-matter expertise.
• 8+ years supporting full scope of contact center functions.
• 5+ years experience with cloud contact center and telephony platforms.
• Understanding of Quality and Workforce Management technologies.
• Expertise in service metrics and KPI development.
• Experience designing and implementing contact center solutions.
• Strong communication and interpersonal skills; experience with workshops and stakeholder support.
• Team player with large-scale implementation experience.
• Project management skills and understanding of enterprise project lifecycle.

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 and Contact Centers in business or technology roles.
• 3+ years consulting or stakeholder engagement experience.
• Willingness to conduct solution review sessions during interviews.

About Us

Slalom is a human-centered business and technology consulting firm that emphasizes outcomes and collaboration to bring customer experiences, innovative work practices, and new products to life across its global offices. Trusted by leaders worldwide, we aim to move faster, dream bigger, and build better futures for all.

Compensation and Benefits

We support our team’s well-being with time off, holidays, parental leave, 401(k) matching, health coverage, adoption and fertility assistance, and more. The base salary range for this role is $139,000-$225,000, plus potential bonuses. Actual pay depends on skills, experience, location, and other factors. The range may change over time.

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.