Director, Enterprise Contact Center Modernization

About the role

Slalom is seeking a visionary leader to build, scale, and inspire its Contact Center Modernization practice. As Director and Practice Leader, you will provide strategic leadership, people development, and practice growth for one of Slalom’s most dynamic capability areas.

Responsibilities

• Build, lead, and inspire a high-performing consulting team, fostering growth, inclusion, and career development.
• Define and execute the vision and roadmap for Slalom’s Contact Center Modernization practice.
• Cultivate a culture of collaboration, innovation, and delivery excellence across local markets and global practices.
• Serve as a strategic advisor to C-suite leaders, shaping modernization roadmaps that integrate CRM, CCaaS, and AI capabilities.
• Drive business development efforts through executive engagement, thought leadership, and strategic pursuits.
• Expand Slalom’s market impact by developing deep, trusted client relationships and consistently delivering business outcomes.
• Oversee design and delivery of modern service experiences, spanning Genesys, NICE, Amazon Connect, Salesforce, ServiceNow, and other CRM/CCaaS ecosystems.
• Ensure delivery excellence by aligning solutions to business objectives, KPIs, and ROI metrics.
• Provide executive sponsorship for major programs, ensuring client satisfaction and long-term success.
• Lead cross-capability solutions that integrate CRM, CCaaS, AI, analytics, WEM/WFO, and omnichannel engagement.
• Position Slalom as a recognized leader in contact center modernization through frameworks, accelerators, and market offerings.
• Represent Slalom at industry events and conferences, and publish thought leadership on modernization, AI, and customer experience.
• Drive innovation across ecosystems by exploring the latest advancements in cloud telephony, automation, workforce engagement, and predictive analytics.

Qualifications

• 12+ years of leadership in Contact Center Operations, Customer Experience, or CCaaS/CRM consulting.
• Proven track record of building and leading teams, with a strong passion for people leadership and talent development.
• Deep expertise with Genesys, NICE, Amazon Connect, Salesforce, ServiceNow, and other leading platforms.
• Strong executive presence with experience influencing C-suite leaders.
• Demonstrated success in large-scale modernization initiatives across industries.
• Excellent communication, facilitation, and strategic storytelling skills.
• Experience in practice leadership, go-to-market strategy, and business growth.
• Preferred: Platform certifications across Salesforce, ServiceNow, and/or CCaaS providers.
• Experience publishing or presenting on modernization, service strategies, or AI-enabled experiences.
• Background in workforce engagement, omnichannel design, and AI/automation.

Benefits

Slalom offers a comprehensive benefits package including 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. Additionally, there is a 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 and provides reasonable accommodations for candidates during the interview process.