Director, Enterprise Contact Center Modernization
About the Role
Slalom is seeking a visionary leader to build, scale, and inspire our 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. You will shape the future of customer service modernization by aligning strategy, technology, and people to deliver measurable outcomes across industries. With deep expertise spanning Salesforce Service Cloud, ServiceNow, Genesys, NICE, Amazon Connect, and other leading CCaaS and CRM platforms, you will advise executives on how to modernize their service organizations.
Responsibilities
- Practice & People Leadership
- 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.
- Client & Business Development
- 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.
- Solution Leadership & Delivery Excellence
- 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.
- Thought Leadership & Market Impact
- 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.
Requirements
- 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 Qualifications
- 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.
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 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.
Pay
Slalom is committed to fair and equitable compensation practices. For this role, we are hiring at the Director level with the following targeted base pay salary ranges:
- East Bay, San Francisco, Silicon Valley: $192,000-$307,000
- San Diego, Los Angeles, Orange County, Seattle, Boston, Houston, New Jersey, New York City, Washington DC, Westchester: $175,000–$281,000
- All other locations: $161,000-$258,000
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.
Benefits
- Meaningful time off and paid holidays
- Parental leave
- 401(k) with a match
- Highly subsidized health, dental, and vision coverage
- Adoption and fertility assistance
- Short/long-term disability
- Yearly $350 reimbursement account for well-being-related expenses
- Discounted home, auto, and pet insurance