CCaaS Cloud - Senior Consultant

Who You'll Work With As a CCaaS Engineer (Consultant or Senior Consultant) on Slalom's Contact Center Modernization team, you will design, configure, and deliver cloud contact center solutions for enterprise clients on the platform that best fits each client, such as Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Talkdesk, or Cisco Webex Contact Center.

You are a hands-on engineer who has spent most of the last 5-7 years building in CCaaS platforms. You take a solution from requirements through build, testing, and go-live, working with architects, business analysts, and client technical teams. Deep expertise in one platform is expected; the ability to learn and deliver on others is what sets you apart here.

What You'll Do
* Design, configure, and deploy CCaaS solutions, including IVR and call flows, in-queue experiences, routing strategies (skills-based, priority, and predictive or AI-driven routing), queues, users, roles, and permissions
* Build and support digital channels, including web messaging, chat, email, SMS (Short Message Service), and social channels
* Configure contact center telephony, including bring-your-own-carrier, SIP (Session Initiation Protocol) trunks, number porting, and site and media configuration
* Build integrations using the platform's APIs (Application Programming Interfaces), data connectors, serverless functions, marketplace applications, and webhooks to connect to client CRM (Customer Relationship Management), ticketing, and back-office systems
* Implement and support CRM integrations with platforms such as Salesforce, Microsoft Dynamics, and Service Now, including embedded agent desktops and screen pops
* Configure workforce engagement capabilities, including workforce management, quality management, recording policies, speech and text analytics, and evaluation forms
* Implement contact center AI, including voice and chat bots, conversational IVR, agent assist, and integrations with third-party intelligent virtual agent platforms
* Support migrations from legacy, on-premises, and other cloud platforms (e.g., Avaya, Cisco, Genesys Engage or Pure Connect, and CCaaS-to-CCaaS moves), including flow conversion and cutover planning
* Participate in client sessions to gather technical requirements, and translate them into solution designs, configuration workbooks, and user stories
* Create and maintain technical documentation, including solution design documents, call flow diagrams, integration specifications, and runbooks
* Develop and execute test plans and scripts for System Integration Testing (SIT) and User Acceptance Testing (UAT); troubleshoot and resolve defects
* Support go-live cutover activities and hypercare, and transition solutions to client support teams
* Contribute to effort estimates, statements of work, platform evaluations, and solution demonstrations as part of business development pursuits
* Perform impact analysis on scope change requests as they relate to configuration, integrations, and timeline
* Contribute to practice development through reusable assets, accelerators, and knowledge-sharing sessions for Slalom teams

What You'll Bring
* 5-7 years of hands-on experience as a CCaaS engineer, implementing, configuring, or administering at least one major cloud contact center platform (e.g., Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Talkdesk, Cisco Webex Contact Center); 7+ years for Senior Consultant
* Deep working knowledge of at least one platform's flow designer, routing, queues, and administration, with evidence of having built production IVR and routing solutions end to end
* Experience with contact center telephony concepts, including SIP, carriers, number management, and call recording
* Experience building integrations using REST (Representational State Transfer) APIs, JSON (JavaScript Object Notation), and the platform's native integration tools
* Understanding of contact center operations and common service metrics (e.g., average handle time, service level, first contact resolution), and how technology decisions affect them
* Experience working through the full project lifecycle on enterprise implementations with multiple work streams
* Familiarity with agile delivery methodologies and tools such as Scrum, Jira, and Azure Dev Ops
* Strong written and verbal communication skills, with the ability to explain technical concepts to business and technical audiences
* Ability to lead or support client working sessions, virtually or in person
* An active certification on at…