Contact Centre Business Strategist Advisor - Senior Principal

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: Contact Centre Business Strategist Advisor - Senior Delivery Principal

Join our dynamic team and become a pivotal force in transforming customer experiences! We are dedicated to helping our clients achieve excellence in customer service and support. By designing innovative solutions, we empower clients to enhance their customer interactions, implement advanced field service solutions, and integrate cutting-edge AI across all channels.

What Will You Do?

• Be a Trusted Advisor: Lead the charge in Contact Center Transformation by offering best practices to elevate customer service organizations.
• Be a Subject Matter Expert: Develop and showcase your expertise in contact centers and customer experience, playing a key role in business development and solution design.
• Drive Innovation: Identify new opportunities and spearhead innovative approaches to enhance client services, contributing to RFI, RFP, and sales strategy development.
• Global Impact: Promote and implement Slalom's solutions worldwide, focusing on best practices, roadmaps, and blueprints, while partnering with local markets to share your expertise.
• Shape the Future: Contribute to solution development with industry best practices, roadmaps, and blueprints, providing your invaluable expertise.

What Will You Bring?

• Extensive Experience: 7+ years of experience in contact centers and improvement programs.
• Expert Knowledge: Deep expertise in Customer Service and Contact Centers, with problem-solving skills and industry experience in financial services, insurance, healthcare/wellness, telecommunications, or utilities.
• Leadership Skills: Exceptional communication, negotiation, and workshop facilitation abilities, capable of leading discussions across all organizational levels.
• Team Player: Proven experience in large-scale enterprise implementations with a strategic, analytical approach to business solutions.
• Technical Familiarity: Comprehensive knowledge of contact center design, management, and emerging technologies like CCaaS/Cloud solutions.
• Customer Journey Mastery: Experience in customer journey mapping and customer experience strategy.
• Service Metrics Savvy: Proficiency in service metrics, Quality and Workforce Management technologies, and the ability to conceptualize Customer Service solutions for business challenges.
• AI Acumen: Familiarity with AI use cases and how they can enhance service/contact center operations and efficiency.
• Sales Experience: Experience with sales, including revenue targets of $2.5M+.
• Bilingual Advantage: Fluency in French is an asset.

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.