Contact Center Transformation Sales/sme/strategist - Jo - 2506 - 25778 - 6744

Contact Center Specialist

In today’s world, fast beats slow-and the secret to speed is the intersection of people, experiences, and technology. The Slalom Service Transformation team supports clients in their journey to improve their customer experiences with a focus on best-in-class service and support. We provide subject matter expertise and hands-on guidance to our clients to enable transformations in people, processes, and technologies. Accelerating the growth of Slalom’s business, we strive to deliver impactful solutions, lead cross-functional teams to deliver new outcomes, and create go-to-market strategies.

As a Contact Center Specialist, you will serve as a trusted advisor to clients and colleagues alike, driving meaningful change across the contact center landscape. This role blends deep delivery experience with capability development, sales ownership, thought leadership, and people development. You’ll lead pursuits, build lasting client relationships, and develop scalable solutions to help our clients improve customer service and support, enable advanced field service solutions, and design and implement effective AI solutions across all channels that power growth-for our clients and for Slalom.

What You’ll Do:

• Work within a team with the goal to help reach collective goals and grow as an employee and leader.
• 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 via contribution to RFIs, RFPs, sales assets, solution offerings, project proposals, project scoping, and client SOWs.
• Own a revenue target for sold work and an individual utilization target annually, driving growth through proactive pursuit leadership as a SME and coach, often serving as a Sales Solution Lead for strategic opportunities.
• Lead and ensure excellence for large, complex client engagements; drive conversations with our customer’s IT and business stakeholders as it relates to Contact Center Transformation-arming them with best practices for building best-in-class contact center organizations across one or more high-impact projects.
• Shape the direction of our Contact Center Transformation capability by identifying market trends, developing reusable collateral and frameworks to elevate our go-to-market offerings across strategy, technology, and alliance teams, and helping our sales teams properly message and position our customer service solutions globally.
• Develop and publish thought leadership perspective via Slalom and public channels to support the ongoing eminence of Slalom’s brand in the market.
• Support formal or informal people leadership responsibilities including mentorship, feedback, coaching, and talent development.
• Participate in Slalom culture initiatives (e.g., ID&E, ERGs, learning events, Slalom.org) and champion inclusion and belonging across delivery environments and internal teams.
• Develop and maintain subject matter expertise in contact center and customer experience capabilities within the customer service and support domains.

What You’ll Bring:

8-10+ years of experience in Customer Service, Field Service, or Contact Centers with a deep understanding of the design, management and leadership of contact center organizations. 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 and influencing decision makers at all levels of the company (e.g., C-suite, VP, Directors Managers, Supervisors, and agents). Strong communication skills-verbal, written, and visual - and application experiences including; presenting, meeting facilitation, negotiation, decision making, and problem-solving. Advanced skills in leading workshops or meetings virtually or in person. Demonstrated progressive leadership in the sales cycle. Proven experience leading enterprise-scale transformation programs with multiple workstreams using strategic, analytical thinking and possession of the ability to formulate business solutions from requirements. Ability to conceptualize how Customer Service solutions can be applied to solve business problems. Expertise in Workforce and Quality Management technologies and cloud contact center platforms (CCaaS), including migration strategy and vendor selection. Deep knowledge of common service metrics and how to aid customers in understanding the importance of/defining their own KPIs. Ability to identify whitespace in delivery and proactively convert opportunities to pursuits. Demonstrated capability in building teams, mentoring talent, and driving operational excellence. Willingness to travel ~30-50% as required. Authorized to work for any U.S. employer.