Cloud Contact Centre (CcaaS) Technical Advisor

Slalom is a purpose-led, global business and technology consulting company. Our purpose-to help people and organizations dream bigger, move faster, and build better tomorrows for all-guides everything we do. And our north star is our vision of a world in which each person has the opportunity to love their life and work.

Since our consulting business started in 2001, Slalom has grown rapidly to 13,000+ team members in six countries and 43 markets. We have close partnerships with over 400 leading technology providers, including AWS, Google, Microsoft, Salesforce, Snowflake, and Tableau.

From strategy to implementation, our approach is fiercely human. We deeply understand our customers-and their customers-to deliver practical, end-to-end solutions that drive meaningful impact.

What makes Slalom different?

• We take love seriously. So seriously that we measure customer love in ten dimensions and use those metrics to guide our actions.
• Head and heart in everything we do. We show up authentically and get to know you, always leading with empathy and kindness.
• Local soul, global scale. Because we live where we work, we're committed to our local communities and your long-term success-while also staying connected globally.
• Momentum that outlasts us. We work with our customers' teams every step of the way, teaching and empowering them to continue the momentum even after we leave.
• Deep connections, better outcomes. Our thorough understanding of partner technologies and priorities drives trusting relationships and exponential impact.

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.

Job Title: Cloud Contact Centre (CcaaS) Technical Advisor

This team supports clients in their journey to improve their customer experiences with a focus on best-in-class service and support. We 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.

So, what will I do?

• Serve as a trusted advisor in Contact Center Transformation, offering best practices to improve customer service organizations.
• Develop expertise and act as a subject matter expert in contact center and customer experience, engaging in business development and solution design
• Identify new opportunities and innovations to enhance client services, contributing to RFI, RFP, and sales strategy development
• Contribute to solution development with best practices, roadmaps, blueprints and providing your expertise
• Lead the configuration, customization, and integration of the CCaaS solution to meet the unique needs of our organization, ensuring alignment with industry best practices and compliance standards.
• Oversee / manage the CCaaS deployment process, including system testing, user training, and change management activities, to ensure a smooth transition and minimize disruption to business operations.

And, what will I bring?

• Deep expertise in Customer Service and Contact Centers and related technologies
• Strong leadership in discussions across all organizational levels, with exceptional communication, negotiation, and workshop facilitation abilities.
• Proven experience as a team player in large-scale enterprise implementations and a strategic, analytical approach to business solutions.
• Thorough knowledge of and ability to design/architect Contact Centre channels, processes, technology solutions
• 5+ years of experience implementing/managing Contact Centre as a Service (CCaaS) platforms.
• Strong understanding of CCaaS platforms and related technologies (for example Five-Nine, Genysys, Nuance, etc.)
• Familiarity with AI use cases and how they can help improve service/contact centre operations and efficiency
• Experience with sales, including revenue targets of $1M+

Hybrid/In office: We are hybrid but there are expectations that if your team leader requires you onsite that you are able to meet those expectations/requirements

Slalom Employee Perks:

• Culture & fun!
• Lunch & learns
• Health & wellness activities
• Annual retreats
• Holiday parties
• Employee resource groups
• Social clubs & activities
• Vacation (20 days prorated based on start date & wellness/sick days)

Tangible perks

• Competitive compensation package
• $100 cell phone monthly reimbursement
• Registered Retirement Program (RRSP) & Employer Matching
• Tax-Free Savings Account (TFSA)
• Annual "Thrive Well-Being" Gift Card
• Family planning/ Fertility Benefit
• Maternity/Parental Leave Top-Up
• Medical & Dental Benefits
• Life and AD&D Insurance
• Access to Supplementary Life and AD&D Insurance
• Access to the Employee Assistance Program (EAP) and Inkblot Therapy
• And more!

*All benefits are subject to eligibility requirements

Slalom is an inclusive, equal opportunity employer dedicated to building a diverse workforce. We encourage applications from all qualified candidates and will work to reasonably accommodate applicants' needs throughout all stages of the recruitment and selection process. Please advise the talent acquisition team if you require accommodations during the interview process.

Please note if you are hired at Slalom you will be required to complete a background check.