CCaaS Solution Architect, Global Salesforce

Slalom; Walnut Creek (CA); Remote; USD 139,000 - 225,000; Full time

Job summary

Join a leading consulting firm as a CCaaS Solution Architect, focusing on enhancing customer experiences through Salesforce and AI. This role involves supporting clients in contact center transformations, requiring extensive experience in operations and project management. The position offers competitive compensation and a commitment to diversity and inclusion.

Benefits

Parental leave

401(k)

Health coverage

Qualifications

• 8+ years in Contact Center Operations or CCaaS.
• 5+ years with cloud contact center and telephony platforms.
• Experience with large-scale enterprise projects.

Responsibilities

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

Skills

Communication

Leadership

Project Management

Agile Methodologies

Tools

Salesforce Service Cloud

Scrum

Jira

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 and build solutions that reach diverse populations. Our team includes customer strategy experts, Salesforce-certified professionals, industry specialists, change management consultants, and project leaders. As the 2nd largest global Salesforce partner, we focus on growing our Salesforce talent, offering development opportunities, and meaningful work aligned with personal and professional goals.

Job Title: Contact Center Transformation Consultant – Principal

(Title and role depend on experience) - Remote

We seek a self-driven individual with a proactive attitude to join our Contact Center Transformation Capabilities team. This team supports clients in enhancing customer experiences through Salesforce, AI, business intelligence, and more. We design and implement Salesforce solutions, omnichannel engagement, and process optimization to improve customer service and support, including AI and field service solutions.

Responsibilities

1. Support the Service Practice as a subject matter expert in contact center transformation opportunities.
2. Participate in business development discussions, identifying client needs and recommending solutions.
3. Propose and manage the implementation of 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. Develop case studies and training materials, conduct training sessions.
8. Identify opportunities during project planning and execution.
9. Document best practices, roadmaps, and Salesforce functionalities to meet utilization targets.
10. Provide operational, technical, and functional expertise.
11. Support training content development and delivery.
12. Create implementation estimates and plans.
13. Demonstrate solutions to stakeholders.
14. Perform impact analysis for scope changes.
15. Lead requirements gathering and process flow design.
16. Familiarity with agile methodologies and tools like Scrum, Jira, Rally is a plus.
17. Maintain or achieve relevant Salesforce certifications.
18. Perform impact analysis and scope control, managing change processes.

Qualifications

• 8+ years in Contact Center Operations or CCaaS, with expert knowledge.
• Experience managing/supporting full contact center functions.
• 5+ years with cloud contact center and telephony platforms.
• Understanding of Quality and Workforce Management technologies.
• Knowledge of service metrics and KPI development.
• Experience designing and implementing contact center solutions.
• Strong communication and leadership skills across all organizational levels.
• Experience with large-scale enterprise projects and project management.

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, with consulting experience preferred.

About Us

Slalom is a human-centric consulting firm focused on outcomes, with teams across 52 offices in 12 countries. We collaborate with clients to improve operations, innovate, and create value, emphasizing diversity and inclusion.

Compensation and Benefits

We offer benefits including time off, parental leave, 401(k), health coverage, and more. The salary range for the Principal role is $139,000-$225,000, plus potential bonuses. Exact compensation depends on experience, skills, and location.

EEO and Accommodations

Slalom is an equal opportunity employer committed to diversity and inclusion. We consider applications from individuals with disabilities and provide accommodations during the hiring process.

Applications are accepted until June 30th, 2025.