Enterprise Salesforce Service Cloud Voice Consultant - CCM

Enterprise Salesforce Service Cloud Voice Consultant - CCM Description and Requirements Job Description Who You'll Work With In our Salesforce business, we help our clients bring the most impactful customer experiences to life, and we do that in a way that makes our clients the heroes of their transformation story. We are passionate about and dedicated to building a diverse and inclusive team, recognizing that diverse team members who are celebrated for bringing their authentic selves to their work build solutions that reach more diverse populations in innovative and impactful ways. Our team is comprised of customer strategy experts, Salesforce-certified experts across all Salesforce capabilities, industry experts, organizational and cultural change consultants, and project delivery leaders. As the 3rd largest Salesforce partner globally and in North America, we are committed to growing and developing our Salesforce talent, offering continued growth opportunities, and exposing our people to meaningful work that aligns to their personal and professional goals. Our Enterprise Salesforce team is looking to add a passionate Consultant or Senior Consultant to take on the role of Contact Center Modernization Consultant - Salesforce Service Cloud VoiceWhat You'll Do

• Provide contact center operational, technical, and functional expertise to project teams and customers
• Lead clients in defining or clarifying detailed scope requirements (e.g., user stories, use cases)
• Propose, implement, and manage the implementation of Contact Center Modernization solutions that meet business requirements and client commitments
• Support or lead client sessions to gather, define, and document requirements
• Translate business requirements into scalable and reliable technical solutions, including configuration, solution design, and proof-of-concept (POC) development
• Perform impact analysis for scope change requests, document changes to requirements, configuration, and data mapping
• Develop implementation estimates for the delivery lifecycle, including development, testing, training, communication, deployment, and post-production support
• Participate in training content development and end-user training delivery
• Work within the client-directed delivery methodologies and related tools such as Scrum, Jira, Rally, and Azure DevOps
• Manage time and demand across multiple clients and internal initiatives with the support of a direct manager
• Drives to 85% target utilization, delivering enterprise-grade client solutions in a client-facing team approachWhat You'll BringRequired
• 3+ years of experience with Salesforce or equivalent enterprise CRM in a role delivering outcomes in product, design, integration development, or system administration
• 3+ years of experience with CCaaS (Contact Center as a Service) technology or on-premises telephony and related capabilities, including but not limited to IVR, IVA, ACD, omnichannel routing, channel automation, workforce management, quality monitoring, outbound campaigns, performance analytics, and artificial intelligence
• 3+ years of experience estimating and delivering technology capabilities for business functions such as customer experience, service, technical support, or sales
• 2+ years of experience with technology integration in a role delivering outcomes in product, design, configuration, integration development, or system administration
• Demonstrated understanding of CTI (computer telephony integration) and digital channel automations
• Demonstrated ability to collaborate with non-technical users to define requirements and high-level design of technology solutions
• Experience in leading and/or supporting executive demos or conversations up to a Vice President level
• Strong oral and written communication skills, including presenting, meeting facilitation, and problem-solving skills
• Proven ability to research new technology solutions and educate colleagues and clients on the practical implementation for their situationPreferred
• Salesforce development-related experience in Service Cloud or Health Cloud, including knowledge of case management and routing
• CCaaS development experience in one or more CCaaS platforms such as Amazon Connect, Five9, NiCE CXone, or Genesys with applicable certifications
• Experience with Salesforce Service Cloud Voice and unified routing
• Analytical skills and experience with the complete lifecycle of complex enterprise projects, understanding of core project management concepts, theories, practices, and methods
• Experience with Salesforce Open CTI, or equivalent CTI technology. Experience working with REST APIs
• Prior technology consulting roles with client-facing responsibilities
• Experience with Salesforce DevOps process, CI/CD, including deployment pipeline best practices with different tools such as Azure, Git, BitBucket, etc.
• Experience with Salesforce Einstein AI and Agentforce for Service
• AWS experience, particularly with Amazon Connect, and supporting services such as AWS Lambda, CloudWatch, and IAMAbout 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. ATo view the full job description please use the link below.aplitrak/?adid=YmJnZW5lcmljLjAzODcyLjgyNTJAc2xhbG9tY29tcC5hcGxpdHJhay5jb20