CCaaS Cloud - Senior Consultant

Who You'll Work WithAs a CCaaS Engineer (Consultant or Senior Consultant) on Slalom's Contact Center Modernization team, you will design, configure, and deliver cloud contact center solutions for enterprise clients on the platform that best fits each client, such as Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Talkdesk, or Cisco Webex Contact Center.You are a hands-on engineer who has spent most of the last 5-7 years building in CCaaS platforms. You take a solution from requirements through build, testing, and go-live, working with architects, business analysts, and client technical teams. Deep expertise in one platform is expected; the ability to learn and deliver on others is what sets you apart here.What You'll Do* Design, configure, and deploy CCaaS solutions, including IVR and call flows, in-queue experiences, routing strategies (skills-based, priority, and predictive or AI-driven routing), queues, users, roles, and permissions* Build and support digital channels, including web messaging, chat, email, SMS (Short Message Service), and social channels* Configure contact center telephony, including bring-your-own-carrier, SIP (Session Initiation Protocol) trunks, number porting, and site and media configuration* Build integrations using the platform's APIs (Application Programming Interfaces), data connectors, serverless functions, marketplace applications, and webhooks to connect to client CRM (Customer Relationship Management), ticketing, and back-office systems* Implement and support CRM integrations with platforms such as Salesforce, Microsoft Dynamics, and ServiceNow, including embedded agent desktops and screen pops* Configure workforce engagement capabilities, including workforce management, quality management, recording policies, speech and text analytics, and evaluation forms* Implement contact center AI, including voice and chat bots, conversational IVR, agent assist, and integrations with third-party intelligent virtual agent platforms* Support migrations from legacy, on-premises, and other cloud platforms (e.g., Avaya, Cisco, Genesys Engage or PureConnect, and CCaaS-to-CCaaS moves), including flow conversion and cutover planning* Participate in client sessions to gather technical requirements, and translate them into solution designs, configuration workbooks, and user stories* Create and maintain technical documentation, including solution design documents, call flow diagrams, integration specifications, and runbooks* Develop and execute test plans and scripts for System Integration Testing (SIT) and User Acceptance Testing (UAT); troubleshoot and resolve defects* Support go-live cutover activities and hypercare, and transition solutions to client support teams* Contribute to effort estimates, statements of work, platform evaluations, and solution demonstrations as part of business development pursuits* Perform impact analysis on scope change requests as they relate to configuration, integrations, and timeline* Contribute to practice development through reusable assets, accelerators, and knowledge-sharing sessions for Slalom teamsWhat You'll Bring* 5-7 years of hands-on experience as a CCaaS engineer, implementing, configuring, or administering at least one major cloud contact center platform (e.g., Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Talkdesk, Cisco Webex Contact Center); 7+ years for Senior Consultant* Deep working knowledge of at least one platform's flow designer, routing, queues, and administration, with evidence of having built production IVR and routing solutions end to end* Experience with contact center telephony concepts, including SIP, carriers, number management, and call recording* Experience building integrations using REST (Representational State Transfer) APIs, JSON (JavaScript Object Notation), and the platform's native integration tools* Understanding of contact center operations and common service metrics (e.g., average handle time, service level, first contact resolution), and how technology decisions affect them* Experience working through the full project lifecycle on enterprise implementations with multiple workstreams* Familiarity with agile delivery methodologies and tools such as Scrum, Jira, and Azure DevOps* Strong written and verbal communication skills, with the ability to explain technical concepts to business and technical audiences* Ability to lead or support client working sessions, virtually or in person* An active certification on at least one CCaaS platform, or the ability to achieve one within 90 days of hirePreferred Qualifications* Hands-on delivery experience on two or more CCaaS platforms* Consulting or professional services experience delivering CCaaS implementations for enterprise clients* Experience migrating clients from legacy or on-premises platforms to the cloud, or between CCaaS platforms* Experience with CRM-embedded contact center solutions, such as Salesforce Service Cloud Voice or CX Cloud from Genesys and Salesforce* Scripting or development experience (e.g., JavaScript, Python, Node.js) for integrations, custom agent interfaces, or automation* Experience with contact center AI, bots, or conversational AI platforms (e.g., Google Dialogflow, Amazon Lex, Microsoft Copilot Studio)* Experience with configuration-as-code and deployment tooling across environments (e.g., Terraform, CX as Code, Archy, AWS CloudFormation)* Experience in regulated industries such as healthcare or financial services, including PCI, HIPAA, and data residency requirements* Advanced or multiple platform certifications (e.g., Professional, Developer, or workforce engagement tracks)About UsSlalom 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 partner with clients to co-create powerful customer experiences, modern ways of working, and meaningful impact. What sets us apart? We believe work should be challenging and fulfilling, not perfect, but possible. That’s why we prioritize purpose, flexibility, connection, and recognition, so our people can thrive and love what they do, most days. Compensation and BenefitsSlalom 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. For this role, we are hiring at the following levels and targeted base pay salary ranges: The targeted base salary pay range for a Senior Consultant is:* East Bay, San Francisco, Silicon Valley: * Senior Consultant: $167,000-$203,000* San Diego, Los Angeles, Orange County, Seattle, Boston, Houston, New Jersey, New York City, Washington DC, Westchester: * Senior Consultant: $153,000-$186,000* All other locations: * Senior Consultant: $140,000-$171,000In 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.    We will accept applicants until January 30, 2027 or until the position is filled.We are committed to pay transparency and compliance with applicable laws. If you have questions or concerns about the pay range or other compensation information in this posting, please contact us at: [1] View email address on click.appcast.io. Please note, this recipient is not able to support recruitment inquiries beyond this purpose.EEO and AccommodationsSlalom is an equal opportunity employer and is committed to attracting, developing and retaining highly qualified talent who empower our innovative teams through unique perspectives and experiences. 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 or contact [2] View email address on click.appcast.io if you require accommodations during the interview process. ReferencesVisible links1. mailto:View email address on click.appcast.io. mailto:View email address on click.appcast.io