CCaaS Solution Architect, Global Salesforce - Atlanta, United States - Slalom

Description

Slalom is a purpose-led, global business and technology consulting company. From strategy to implementation, our approach is fiercely human. In six countries and 43 markets, we deeply understand our customers-and their customers-to deliver practical, end-to-end solutions that drive meaningful impact. Backed by close partnerships with over 400 leading technology providers, our 13,000+ strong team helps people and organizations dream bigger, move faster, and build better tomorrows for all. We're honored to be consistently recognized as a great place to work, including being one of Fortune's 100 Best Companies to Work For seven years running. Learn more at

In our Salesforce business, we help our clients bring the most impactful customer experiences to life and we do that in a way that makes our clients the hero of their transformation story. We are passionate about and dedicated to building a diverse and inclusive team, recognizing that diverse team members are celebrated for bringing their authentic selves to work and are empowered to build solutions that reach more diverse populations in innovative and impactful ways. Our team is comprised of customer strategy experts, Salesforce-certified experts across all Salesforce capabilities, industry experts, organizational and cultural change consultants, and project delivery leaders. As the 2nd largest global Salesforce partner, we are committed to growing and developing our Salesforce talent, offering continued growth opportunities, and exposing our people to meaningful work that aligns to their personal and professional goals.

Job Title: Contact Center Transformation Consultant - Sr. Consultant/Principal

(Title and Role depends on experience level) - Remote

Slalom is seeking a self-driven individual with a "get it done" attitude and a passion to solve complex business and technology problems as part of Slalom's new Contact Center Transformation Capabilities team. This team supports clients in their journey to improve their customer experiences with a focus on best-in-class service and support. We provide business development expertise to our industry and local market teams and help companies turn visionary roadmaps into implementation blueprints with expertise in Salesforce, business intelligence, unified communications, unified agent desktop, and artificial intelligence (AI) predictive analytics.

We help companies design and implement Salesforce solutions, create omnichannel engagement capabilities, and complete business process optimization using Salesforce. Our teams specialize in designing solutions that help our clients improve customer service and support, enable advanced field service solutions, and design and implement effective AI solutions across all channels.

Responsibilities:

• Support the Service Practice as a subject matter expert (SME) around contact center operational transformation opportunities (e.g., recommendations, RFIs, RFPs, etc.)
• Participate and support business development discussions and opportunities to help identify the true needs of Slalom customers - with the ability to recommend optimal solutions to solve those needs
• Propose, implement, and manage the implementation of Contact Center Transformation solutions that meet business requirements
• Support and/or lead client sessions to gather, define, and document business requirements
• Document requirements in the form of use cases and stories
• Build an understanding of Salesforce multi-cloud solutions as related to service interactions within contact centers and work-anywhere options
• Support the development of Contact Center Transformation case studies and training materials; conduct and/or support "brown bag" training sessions to provide guidance for Slalom's Salesforce practices
• Support and document the Identification of untapped areas of opportunity for clients during project planning, requirements, and execution phases
• Document delivery of best practice requirements, roadmaps, blueprints and Salesforce functionality as part of the goal to achieve X% target utilization (assigned annually with potential quarterly changes)
• Provide Contact Center operational, technical, and functional expertise to project teams and customers
• Participate in training content development and end-user training delivery
• Develop implementation estimates and plans for phases of the delivery lifecycle, including development, testing, training, communication, deployment, and post-production support
• Demonstrate solution functionality to business stakeholders as needed
• Perform impact analysis for scope change requests, document changes to requirements, configuration, and data mapping
• Analytical techniques - Experience leading requirements gathering sessions and documenting the outcome, including designing process flows and helping define test scripts
• Familiarity with agile software delivery methodologies and tools such as Scrum, Jira, and Rally is a plus
• Active Salesforce certifications or ability to achieve relevant certifications upon hire
• Change management and scope control - experience performing impact analysis for potential changes in scope; ability to administer change management processes within a specified framework, including regularly reviewing issues management and change control logs to understand status and identify potential risk situations

Qualifications:

• 5+ years of Contact Center Operations and/or CCaaS experience. Must have a subject-matter-expert knowledge level of contact center operations and technology.
• 5+ years of hands-on experience with managing or supporting full scope of Contact Center functions (e.g., Operations, Training, Frontline Management, Knowledge Management, Technology).
• 3+ years of experience with cloud-based contact center and telephony platforms.
• Understanding of Quality Management and Workforce Management technologies.
• Subject Matter Expertise of common service metrics and how to assist customers in understanding the importance of/defining their own KPIs
• Content knowledge - Experience designing, developing, and implementing Contact Center solution requirements and/or artifacts
• Excellent business and interpersonal skills that can be used to step into any industry and support the identification of real business needs.
• Experience in leading and/or supporting conversations at all levels of the company (e.g., C-suite, VP, Directors, Managers, Supervisors, and agents).
• Strong oral and written communication skills; including, presenting, meeting facilitation, and problem-solving skills.
• Capable of leading and/or supporting workshops or meetings virtually or in person.
• Skilled at being a team player and has experience with large scale/enterprise implementations with multiple workstreams.
• Project management - Demonstrated analytical skills and experience with the complete lifecycle of complex enterprise projects, understanding of core project management concepts, theories, practices, and methods

Technical Qualification Preferred

• Understanding of CCaaS/Cloud applications and the industries movement from on-prem solutions to cloud telephony solutions.
• Familiarity with Salesforce Service Cloud - additional service and support Salesforce clouds experience is a plus. (Field Service, Experience Cloud, etc.).
• 3+ years of experience in Customer Service, Contact Centers - across both business and technology.
• 3+ years of consulting experience, and/or equivalent experience working with stakeholders to understand and achieve business goals using data.
• Willing to conduct a service solution scenario review and white-board session during a panel interview.

About Us

Slalom is a purpose-led, global business and technology consulting company. From strategy to implementation, our approach is fiercely human. In eight countries and 45 markets, we deeply understand our customers-and their customers-to deliver practical, end-to-end solutions that drive meaningful impact. Backed by close partnerships with over 400 leading technology providers, our 13,000+ strong team helps people and organizations dream bigger, move faster, and build better tomorrows for all. We're honored to be consistently recognized as a great place to work, including being one of Fortune's 100 Best Companies to Work For seven years running. Learn more at

Compensation and Benefits

Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses, as well as discounted home, auto, and pet insurance.

Slalom is committed to fair and equitable compensation practices. For this position, the base salary pay range for the Senior Consultant role is $140,000-$171,000. In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual's skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.

EEO and Accommodations

Slalom is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans' status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the interview process. We will accept applications on an ongoing basis until a candidate is selected for the position.

We will accept applications on an ongoing basis until a candidate is selected for the position.