CCaaS Solution Architect, Global Salesforce

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

Job summary

A leading consulting company is seeking a Principal Contact Center Transformation Consultant to enhance customer experiences through Salesforce and innovative technologies. The role involves supporting clients in transformation projects, leading workshops, and providing subject matter expertise. Ideal candidates have extensive experience in contact center operations and a strong understanding of cloud-based solutions.

Benefits

Meaningful time off

Parental leave

401(k) match

Health coverage

Adoption and fertility support

Qualifications

• 8+ years of Contact Center Operations and/or CCaaS experience.
• 5+ years with cloud-based contact center and telephony platforms.
• Experience leading workshops and supporting large-scale implementations.

Responsibilities

• Support the Service Practice as a subject matter expert in contact center transformation.
• Lead client sessions to gather, define, and document business requirements.
• Propose and manage the implementation of Contact Center Transformation solutions.

Skills

Contact Center Operations

Cloud-based contact center platforms

Service metrics and KPI development

Strong communication skills

Project management

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 them the heroes of their transformation stories. We are dedicated to building a diverse and inclusive team, recognizing that diverse team members bring their authentic selves and support innovative solutions for broader 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 growth and development opportunities aligned with personal and professional goals.

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 improving customer experiences through Salesforce, BI, communications, AI, and more. We design and implement Salesforce solutions, omnichannel engagement, and optimize business processes to enhance customer service and support, including AI solutions across channels.

Responsibilities

• Support the Service Practice as a subject matter expert in contact center transformation opportunities.
• Participate in business development discussions to identify client needs and recommend solutions.
• Propose and manage the implementation of Contact Center Transformation solutions.
• Lead client sessions to gather, define, and document business requirements.
• Document requirements as use cases and stories.
• Understand Salesforce multi-cloud solutions related to contact centers and work-anywhere options.
• Support the development of case studies and training materials, and conduct training sessions.
• Identify opportunities during project planning and execution.
• Document best practices, roadmaps, and Salesforce functionalities to meet utilization targets.
• Provide operational, technical, and functional expertise to project teams and clients.
• Develop implementation estimates and plans for all delivery phases.
• Demonstrate solution functionality to stakeholders.
• Perform impact analysis for scope changes and document adjustments.
• Lead requirements gathering sessions and design process flows.
• Familiarity with agile methodologies and tools like Scrum, Jira, Rally is a plus.
• Maintain active Salesforce certifications or achieve them upon hire.
• Perform impact analysis for scope changes and manage change processes.

Qualifications

• 8+ years of Contact Center Operations and/or CCaaS experience with subject-matter expertise.
• 8+ years supporting full scope of Contact Center functions.
• 5+ years with cloud-based contact center and telephony platforms.
• Knowledge of Quality and Workforce Management technologies.
• Expertise in service metrics and KPI development.
• Experience designing, developing, and implementing contact center solutions.
• Strong communication skills and ability to support diverse industries and levels.
• Experience leading workshops and supporting large-scale implementations.
• 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, Contact Centers, and consulting experience.
• Willingness to participate in scenario reviews and white-board sessions.

About Us

Slalom is a human-centered consulting company that collaborates globally to deliver impactful customer experiences, innovative work practices, and new products. Trusted by leaders worldwide, we aim to move faster, dream bigger, and build better futures together.

Compensation and Benefits

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

EEO and Accommodations

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