Cloud Contact Centre Specialist

1 month ago

Toronto, Ontario, Canada Slalom Full time
About the Role

Slalom is seeking a highly skilled Cloud Contact Centre Technical Advisor to join our team. As a trusted advisor, you will play a key role in helping our clients improve their customer experiences through best-in-class service and support.

Key Responsibilities
  • Develop expertise in contact centre and customer experience, engaging in business development and solution design
  • Identify new opportunities and innovations to enhance client services, contributing to RFI, RFP, and sales strategy development
  • Contribute to solution development with best practices, roadmaps, blueprints, and providing expertise
  • Lead the configuration, customization, and integration of the CCaaS solution to meet the unique needs of our organization
  • Oversee the CCaaS deployment process, including system testing, user training, and change management activities
Requirements
  • Deep expertise in Customer Service and Contact Centres and related technologies
  • Strong leadership in discussions across all organizational levels, with exceptional communication, negotiation, and workshop facilitation abilities
  • Proven experience as a team player in large-scale enterprise implementations and a strategic, analytical approach to business solutions
  • Thorough knowledge of and ability to design/architect Contact Centre channels, processes, technology solutions
  • 5+ years of experience implementing/managing Contact Centre as a Service (CCaaS) platforms
What We Offer
  • Culture & fun
  • Lunch & learns
  • Health & wellness activities
  • Annual retreats
  • Holiday parties
  • Employee resource groups
  • Social clubs & activities
  • Vacation (20 days prorated based on start date & wellness/sick days)
  • Competitive compensation package
  • $100 cell phone monthly reimbursement
  • Registered Retirement Program (RRSP) & Employer Matching
  • Tax-Free Savings Account (TFSA)
  • Annual "Thrive Well-Being" Gift Card
  • Family planning/ Fertility Benefit
  • Maternity/Parental Leave Top-Up
  • Medical & Dental Benefits
  • Life and AD&D Insurance
  • Access to Supplementary Life and AD&D Insurance
  • Access to the Employee Assistance Program (EAP) and Inkblot Therapy

Slalom is an inclusive, equal opportunity employer dedicated to building a diverse workforce. We encourage applications from all qualified candidates and will work to reasonably accommodate applicants' needs throughout all stages of the recruitment and selection process.

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