CCaaS Solution Architect, Global Salesforce

Slalom; Salt Lake City (UT); Remote; USD 139,000 - 225,000; Full time

Job summary

Slalom is seeking a Principal Contact Center Transformation Consultant to enhance customer experiences through Salesforce and other technologies. The role involves leading projects, managing client relationships, and leveraging extensive expertise in contact center operations. Ideal candidates will have a strong background in cloud platforms and proven leadership skills.

Benefits

Generous time off

Parental leave

401(k) matching

Healthcare benefits

Adoption and fertility support

Qualifications

• 8+ years in Contact Center Operations and/or CCaaS.
• 5+ years with cloud-based contact center platforms.
• Experience designing and implementing contact center solutions.

Responsibilities

• Support the Service Practice as a subject matter expert.
• Lead client sessions to gather and define requirements.
• Propose and manage the implementation of solutions.

Skills

Communication

Stakeholder Engagement

Project Management

Agile Methodologies

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 and support their transformation stories. We value diversity and inclusion, encouraging team members to bring their authentic selves and reach diverse populations through innovative solutions. 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 level) - Remote

Slalom seeks a self-driven individual with a “get it done” attitude to join our Contact Center Transformation Capabilities team. We support clients in improving customer experiences through Salesforce, BI, communications, AI, and more. Our expertise includes designing Salesforce solutions, omnichannel engagement, and business process optimization to enhance customer service, field solutions, and AI deployment.

Responsibilities

• Support the Service Practice as a subject matter expert on contact center transformation opportunities.
• Participate in business development, identifying client needs and recommending solutions.
• Propose and manage the implementation of Contact Center Transformation solutions.
• Lead client sessions to gather and define requirements.
• Document requirements via use cases and stories.
• Understand Salesforce multi-cloud solutions related to contact centers.
• Support case studies, training materials, and conduct “brown bag” sessions.
• Identify untapped opportunities during project phases.
• Document best practices, roadmaps, and Salesforce functionalities to meet utilization targets.
• Provide operational, technical, and functional expertise.
• Develop and deliver end-user training and demonstrations.
• Develop estimates and plans for delivery phases.
• Perform impact analysis for scope changes.
• Lead requirements gathering and process design sessions.
• Familiarity with agile methodologies and tools like Scrum, Jira, and Rally is a plus.
• Maintain active Salesforce certifications or achieve them upon hire.
• Perform impact analysis and scope control within change management processes.

Qualifications

• 8+ years in Contact Center Operations and/or CCaaS with subject-matter expertise.
• 8+ years managing or supporting 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 definition.
• Experience designing and implementing contact center solutions.
• Strong communication and stakeholder engagement skills.
• Experience leading workshops and supporting enterprise projects.

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, or consulting.
• Willingness to participate in solution scenario reviews and white-boarding sessions.

About Us

Slalom is a human-centric consulting firm delivering outcomes through strategy and delivery. With 52 offices in 12 countries, we collaborate to create impactful customer experiences, innovative work, and new products. We serve the Global 1000, enterprise, mid-market, and public sector organizations to improve operations and create value. We believe in moving faster, dreaming bigger, and building better futures together.

Compensation and Benefits

We support our team’s well-being with generous benefits, including time off, parental leave, 401(k) matching, healthcare, adoption and fertility support, and more. The salary range for the Principal role is $139,000-$225,000, with potential bonuses. Actual pay depends on skills, experience, location, and other factors.

EEO and Accommodations

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