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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 – 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 forSlalom’s Salesforcepractices
• 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 :

Technical Qualification Preferred

About Us

Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life. We are trusted by leaders across the Global 1000, many successful enterprise and mid-market companies, and 500+ public sector organizations to improve operations, drive growth, and create value. At Slalom, we believe that together, we can move faster, dream bigger, and build better tomorrows for all.

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 Principal role is $174,000-$237,000. 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 until August 30th, 2025