Description and Requirements
Job Description
Practice Leader, Enterprise Contact Center Modernization
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. Your leadership will help clients achieve customer experience excellence, operational agility, and scalable service models through a blend of business strategy, modern platforms, and AI-driven innovation.
Key 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.
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.
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. For this role, we are hiring at the following levels and targeted base pay salary ranges:
East Bay, San Francisco, Silicon Valley:
Director: $192,000-$307,000
San Diego, Los Angeles, Orange County, Seattle, Boston, Houston, New Jersey, New York City, Washington DC, Westchester:
Director: $175,000-$281,000
All other locations:
Director: $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.
We will accept applicants until October 1st, 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: [redacted]. Please note, this recipient is not able to support recruitment inquiries beyond this purpose.
