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Who You'll Work With
Slalom Emerge is a team of trailblazers helping ensure we achieve our strategic goals of investing for the future and pursuing innovation as a competitive advantage. We empower our local markets by identifying emerging capabilities, building multi-disciplinary teams, and providing access to niche and hyper-specialized expertise.
Our Contact Center Consultants excel in driving customer transformation through the development of commercial strategies, distinctive experiences, and the application of digital technologies.
What You'll Do
• Lead projects from agencies' demands, manage O&M activities, and system transition.
• Lead the team to maintain the Contact Center applications, systems and networks associated with Contact Center technologies within the defined SLAs. Establish the Service Desk responsibilities and shifts to ensure meeting Service SLAs on tickets. Review ServiceNow INCs/TASKs; Monitor status, assign, and update tickets as needed.
• Present the Root Cause Analysis documentation and mitigation recommendations to federal management
• Collect project requirements, provide Level of Effort estimates and project plans, prioritize work items, manage schedule, milestone, and deadline. Provide the project deliverables and status to the customers and upper management. Ensure on-time, quality delivery.
• Execute ad hoc tasks from OCIO upper management and customers
• Configurations and programming for the system as needed
What You'll Bring
• Provide subject matter expertise in Customer and Contact Center operations
• Experience in Customer Engagement, Customer Experience, Customer Technologies
• Experience creating contact center assessments
• Skilled in leading contact center outsourcing selection and ramp up.
• Building, creating and presenting robust business cases for internal team and external clients
• Provide practical experience with the full lifecycle design and implementation of contact center client projects
• Supporting and driving the decision making processes to assist clients with next step conclusions
• 6 + years consulting and/or industry experience is required
• Ability to travel up to 30% on average,
• Key requirements: Avaya, Cisco, Genesys, TalkDesk, NICE CX, AWS Connect, IVR
• Cloud-based Contact Center As A Service (CCaaS)
About Us
Slalom is a purpose-led, global business and technology consulting company. From strategy to implementation, our approach is fiercely human. In six countries and 43 markets, we deeply understand our customers-and their customers-to deliver practical, end-to-end solutions that drive meaningful impact. Backed by close partnerships with over 400 leading technology providers, our 13,000+ strong team helps people and organizations dream bigger, move faster, and build better tomorrows for all. We're honored to be consistently recognized as a great place to work, including being one of Fortune's 100 Best Companies to Work For seven years running. Learn more at slalom.com.
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 includemeaningful 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 additional benefits such as 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. 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.
EEO and Accommodations
Slalom is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. 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 if you require accommodations during the interview process.
This job has expired.
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