Who You’ll Work With

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 intersection focused 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.

Role: Contact Center Specialist

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.
• Willingness to conduct a service solution scenario review and white-board session during a panel interview.
  
  

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. This position is eligible to be hired as a Principal (L4), the base salary pay range is $122,000-$206,000 or Senior Principal (L5), the base salary pay range is $140,000- $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.