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Cloud Contact Centre Technical Advisor

2 months ago

Toronto, Ontario, Canada Slalom Full time
About the Role

Slalom is seeking a 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, ensuring alignment with industry best practices and compliance standards
  • Oversee / manage the CCaaS deployment process, including system testing, user training, and change management activities, to ensure a smooth transition and minimize disruption to business operations
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
  • Strong understanding of CCaaS platforms and related technologies (for example Five-Nine, Genysys, Nuance, etc.)
  • Familiarity with AI use cases and how they can help improve service/contact centre operations and efficiency
  • Experience with sales, including revenue targets of $1M+
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)

We are 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. Please advise the talent acquisition team if you require accommodations during the interview process.

Please note if you are hired at Slalom you will be required to complete a background check.