CCaaS Solution Architect, Global Salesforce

Slalom; Hartford (CT); Remote; USD 139,000 - 225,000; Full time

Job summary

Slalom is seeking a CCaaS Solution Architect to enhance customer experiences through Salesforce solutions. The role involves supporting clients in contact center transformation, managing projects, and providing expertise in cloud-based platforms. This position offers a competitive salary and a range of benefits, emphasizing diversity and inclusion.

Benefits

Paid time off

Parental leave

401(k) matching

Subsidized health coverage

Adoption and fertility assistance

Disability insurance

Wellness reimbursements

Qualifications

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

Responsibilities

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

Skills

Contact Center Operations

Cloud-based platforms

Service metrics

Project management

Interpersonal skills

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, making our clients 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 to work and can build solutions that reach diverse populations in innovative ways. 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, development, 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 proactive attitude to join our Contact Center Transformation Capabilities team. This team supports clients in enhancing customer experience through best-in-class service and support, leveraging expertise in Salesforce, BI, communications, AI, and more. We design and implement Salesforce solutions, create omnichannel engagement, and optimize business processes to improve customer service, enable field service, and deploy AI solutions.

Responsibilities

1. Support the Service Practice as a SME on contact center operational transformation (e.g., recommendations, RFIs, RFPs).
2. Participate in business development to identify client needs and recommend solutions.
3. Propose, implement, and manage Contact Center Transformation solutions.
4. Lead client sessions to gather and define business 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 opportunities for clients during project phases.
9. Document best practices, roadmaps, and Salesforce functionalities.
10. Provide operational, technical, and functional expertise to project teams and clients.
11. Develop implementation plans covering all delivery phases.
12. Demonstrate solutions to stakeholders.
13. Perform impact analysis for scope changes and document modifications.
14. Lead requirements gathering and process flow design.
15. Familiarity with agile methodologies and tools is a plus.
16. Maintain active Salesforce certifications or achieve them upon hire.
17. Perform impact analysis and scope control within change management processes.

Qualifications

1. 8+ years in Contact Center Operations or CCaaS with subject-matter expertise.
2. Experience managing/supporting full scope of contact center functions.
3. 5+ years with cloud-based contact and telephony platforms.
4. Understanding of Quality and Workforce Management technologies.
5. Expertise in service metrics and KPI definitions.
6. Experience designing and implementing contact center solutions.
7. Strong interpersonal and communication skills across all organizational levels.
8. Experience leading workshops and supporting large-scale implementations.
9. Proven project management skills and understanding of enterprise project lifecycle.

Preferred Technical Qualifications

1. Knowledge 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, consulting experience preferred.
4. Willingness to participate in scenario reviews and white-board sessions.

About Us

Slalom is a human-centric business and technology consulting firm that delivers outcomes through agile collaboration. With 52 offices across 12 countries, we work with clients to create powerful customer experiences, innovative work practices, and new products and services. We are trusted by leaders across the Global 1000, enterprise, and public sector organizations to improve operations and drive growth. We believe in moving faster, dreaming bigger, and building better futures together.

Compensation and Benefits

We support our team members’ well-being with benefits including paid time off, parental leave, 401(k) matching, subsidized health coverage, adoption and fertility assistance, disability insurance, and wellness reimbursements. The base salary range for the Principal role is $139,000-$225,000, with potential bonuses. Actual compensation 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 30th, 2025.