CCaaS Solution Architect, Global Salesforce

Slalom; St. Louis (MO); Remote; USD 139,000 - 225,000; Full time

Job summary

Slalom is seeking a CCaaS Solution Architect to enhance customer experiences through Salesforce and contact center transformation. This role involves leading projects, managing client relationships, and leveraging expertise in contact center technology to deliver impactful solutions. The position offers a competitive salary and a focus on professional development.

Benefits

Generous time off

Parental leave

401(k) matching

Health coverage

Adoption and fertility assistance

Qualifications

• 8+ years in Contact Center Operations or CCaaS.
• 5+ years with cloud contact platforms.
• Experience with large enterprise implementations.

Responsibilities

• Support the Service Practice as a subject matter expert.
• Lead client sessions to gather and define requirements.
• Propose and implement contact center transformation solutions.

Skills

Contact Center Operations

Salesforce

Project Management

Interpersonal Skills

Communication Skills

Tools

Salesforce Service Cloud

Agile Tools

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 value diversity and inclusion, encouraging team members to bring their authentic selves to work and to develop solutions that serve diverse populations. Our team includes customer strategy experts, Salesforce-certified professionals, industry experts, change consultants, and project leaders. As the 2nd largest global Salesforce partner, we focus on growth, professional development, and meaningful work aligned with personal and professional goals.

Job Title: Contact Center Transformation Consultant – Principal (Title and Role Depends on Experience) - Remote

Slalom seeks a proactive individual with a "get it done" attitude to join our Contact Center Transformation Capabilities team. We support clients in enhancing customer experiences through Salesforce, BI, communications, AI, and more. Our expertise includes designing Salesforce solutions, omnichannel engagement, and process optimization to improve customer service and support, enable field service, and implement AI solutions.

Responsibilities

• Support the Service Practice as a subject matter expert on contact center transformation opportunities.
• Assist in business development by identifying client needs and recommending solutions.
• Propose, implement, and manage 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.
• Develop case studies and training materials; conduct training sessions.
• Identify opportunities for clients during project phases.
• Document best practices, roadmaps, and Salesforce functionalities.
• Provide operational, technical, and functional expertise.
• Participate in training content creation and delivery.
• Develop estimates and plans for project phases.
• Demonstrate solutions to stakeholders.
• Perform impact analysis for scope changes.
• Lead requirements gathering and process design sessions.
• Familiarity with agile tools like Scrum, Jira, Rally is a plus.
• Maintain or obtain Salesforce certifications.
• Perform impact analysis and scope control within change management frameworks.

Qualifications

• 8+ years in Contact Center Operations or CCaaS, with expert knowledge of contact center technology.
• Experience managing/supporting full scope of contact center functions.
• 5+ years with cloud contact platforms.
• Knowledge of Quality and Workforce Management technologies.
• Expertise in service metrics and KPI definition.
• Experience designing and implementing contact center requirements.
• Strong interpersonal and communication skills across all levels.
• Ability to lead workshops and meetings virtually or in person.
• Experience with large enterprise implementations.
• Project management skills and understanding of enterprise project lifecycles.

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 or contact centers.
• 3+ years consulting experience or similar stakeholder engagement.
• Willingness to participate in solution scenario reviews.

About Us

Slalom is a human-centric consulting firm that delivers outcomes through strategy and delivery, with teams across 52 offices in 12 countries. We collaborate with clients to create customer experiences, innovative work practices, and new products and services, trusted by Fortune 1000 companies and public organizations. 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, health coverage, adoption and fertility assistance, and more. The base salary for this role ranges from $139,000 to $225,000, plus potential bonuses, depending on experience, skills, and location.

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 30th, 2025.