Contact Center Transformation Director
Slalom, LLC

Job Info

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Slalom is a modern consulting firm focused on strategy, technology, and business transformation. In more than 42 markets across the US and around the world, Slalom'steams have autonomy to be responsive to the market and do what's right for our teams and clients. They are backed byregional innovation hubs, a global culture of collaboration, and partnerships with the world's top technology providers. Founded in 2001 and headquartered in Seattle, Slalom has organically grown to more than 9,000 employees. Slalom was named one of Fortune's 100 Best Companies to Work For in 2020and is regularly recognized byemployees as a best place to work. Learn more at slalom.com.

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 5th 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: CCaaS/Cloud Telephony Director

Slalom is seeking a CCaaS/Cloud Telephony Director within Slalom's Contact Center Transformation Capabilities team. You will support clients in their journey to improve their customer experiences with a focus on excellent service and support - with a focus in the design and architecture of CCaaS/Cloud Telephony technologies. You will provide business development expertise to our industry and local market teams and help companies turn visionary roadmaps into implementation blueprints with expertise in CCaaS/Cloud Telephony, CRM, business intelligence, unified communications, unified agent desktop, and artificial intelligence (AI) predictive analytics.

We help companies with the choice of best-in-class solutions, architectural design, and implementation management of CCaaS/Cloud Telephony solutions. You will also work with clients to 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:

• Accountability for growing the Salesforce Contact Center/CCaaS/Cloud Telephony capabilities by driving sales, recruiting, talent enablement, people/career management, best practices, technical solutioning, and thought leadership.
• Lead a team with the goal to help them reach their goals and grow as an employee and leader of others.
• Manage strategic project engagement risk, project economics/budget, project outcomes, and buy-in of proposed solutions from executive, client management.
• Serve as a trusted advisor for large, complex deliveries; drive conversations with our customer's IT and business stakeholders as it relates to CCaaS/Cloud Telephony and digital channels - arming them with best practices for building a strong communications platform for their contact centers.
• Identify opportunities for growth and maturation of the team and for Slalom's wider Salesforce practice.
• Guide the CCaaS/Cloud Telephony team as a subject matter expert (SME) around CCaaS/Cloud Telephony opportunities (e.g., recommendations, RFIs, RFPs, etc.)
• Lead projects to develop and manage RFI/RFP projects that support the design and implementation of CCaaS/Cloud Telephony solutions.
• Maintain subject matter expertise in key customer service and field service capabilities within the customer service and support domains.
• Participate in and lead 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.
• Partner with Slalom's strategy groups to engage, design solutions, build consistent POVs, and up-sell/cross-sell services.
• Work with Slalom Alliance teams to build and develop partner relationships with CCaas/Cloud Telephony companies.
• Identify untapped areas of opportunity for clients during project planning, requirements, and execution phases.
• Develop materials and collateral to help our sales teams properly message and position our customer service solutions. Contribute to RFIs, RFPs, sales assets, solution offerings, project proposals, project scoping, and client SOWs.
• Build an understanding of Salesforce multi-cloud solutions as related to service interactions within contact centers and work-anywhere options.
• Develop case studies and training materials around CCaaS/Cloud Telephony solutions; conduct "brown bag" training sessions to provide guidance forSlalom's Salesforcepractices.
• Identify and implement efficiencies, best practices, and innovations to drive improvements throughout the client's service and support organizations.
• Be responsible for a specific goal for sales/bookings of allSalesforcebusiness (revenue and utilization - both as it relates to team goals, individual success, and bonus goals) within this capability, with revenue expectations assigned annually and quarterly.
• As leader for the team, "own" the growth of the team, go-to-market solutions/offerings; create and attain growth forecasts and goals for the practice.
• Push solutions and offerings into the local markets (both in the U.S. and internationally.
• Provide delivery of best practices, roadmaps, blueprints, and Salesforce functionality as part of the goal to achieve 65% target utilization across multiple accounts -as a team UTIL target.

Qualifications:

• Deep understanding of contact center technology - specifically CCaaS/Cloud Telephony applications. Understanding of the movement from on-prem solutions to cloud telephony solutions. Experience across multiple CCaaS/Cloud Telephony providers (e.g., Five9, AWS Connect + Service Cloud Voice, Nice InContact, Cisco, Avaya, Twilio, GENESYS, etc.).
• Deep understanding of Unified Communication Platforms and Digital Communication platforms.
• Deep knowledge of Workforce Management and Quality Management technologies (e.g., Verint, Nice, Call Miner, Calabrio, etc.).
• Understands CCaaS/Cloud Telephony technology ROI and how to best position this with clients based on our relationship with Salesforce.
• Excellent business and interpersonal skills that can be used to step into any industry and identify and extract real business needs.
• Proven experience in leading 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, negotiation, decision making, and problem-solving skills.
• Capable in leading workshops or meetings virtually or in person.
• Skilled at being a team player and has experience with large scale/enterprise implementations with multiple workstreams.
• Demonstrates progressive leadership in the sales cycle.
• Strategic, analytical thinker with business skills, possessing the ability to formulate business solutions from requirements.
• Knowledge of common service metrics and how to assist customers in understanding the importance of/defining their own KPIs.
• Able to conceptualize how Customer Service solutions can be applied to solve business problems.
• Proven experience with customer service and support within the contact centers framework.
• Expert in Salesforce Service Cloud - additional Salesforce cloud experience is a plus (Field Service, Experience Cloud, Digital channels.
• Possesses a working knowledge of field service - Salesforce Field Service is a plus.
• Able to travel ~ 30-50% (may be adjusted due to Covid restrictions).
• Authorized to work for any U.S. employer.
• 8+ years of experience in Customer Service, Field Service, Contact Centers - across both business and technology.
• 5+ years of experience with cloud-based contact center and telephony platforms.
• 5+ years of consulting experience, and/or equivalent experience working with stakeholders to understand and achieve business goals using data.
• 5+ years of experience implementing Salesforce Service solutions.
• Willing to conduct a service solution scenario review and white-board session during a panel interview.

Slalom is a modern consulting firm focused on strategy, technology, and business transformation. In 42 markets around the world, Slalom'steams have autonomy to move fast and do what's right. They are backed byregional innovation hubs, a global culture of collaboration, and partnerships with the world's top technology providers. Founded in 2001 and headquartered in Seattle, Slalom has organically grown to over 9,000 employees. Slalom has been named one of Fortune's 100 Best Companies to Work For six years running and is regularly recognized byemployees as a best place to work. Learn more at slalom.com.

Slalom is an equal opportunity employer that is committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, ethnicity or place of origin, disability status, protected veterans status, or any other characteristic protected by provincial laws.

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