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Slalom, LLC Contact Center Transformation Strategist - JO-2201-15696 in Seattle, Washington

This job was posted by : For more information, please see: &b&The Team&/b&&br&&br&A global team of Customer Strategy experts, spanning areas like Customer Experience, Growth Strategy, and Digital Strategy. We enable Slalom's growth and the growth of our clients' businesses across multiple countries and industries, and travel is part of our DNA.&br&&br&&b&The Position &/b&&br&&br&• Providing subject matter expertise in Customer Service and Contact Center operations &br&&br&• Creating Contact Center Assessments across people, process, and technology and developing and delivering executive presentations&br&&br&• Analyze and understand clients' maturity from a peoplerocess/system perspective&br&&br&• Drive holistic and long-term solutions that impact business stakeholders across customer service and contact center that directly or indirectly influences building engaging and highly personalized experiences for customers&br&&br&• Lead all elements of contact center advisory services - from planning and executing related research to synthesizing inputs and building phased roadmaps&br&&br&• Deliver strategic insights based on best-practices and quantitative analysis&br&&br&• Provide best-in-class services for planning, designing, deploying, and supporting CCaaS platforms and contact center technology tools&br&&br&• Offer end-to-end solutions including process analysis and design, requirements planning, business case development, analytics support, and technology support&br&&br&&b&Position Requirements &/b&&br&&br&• Experience in customer experience and contact center strategy across multiple support channels (voice, chat, web, social, email, bot) &br&&br&• Core skills in maturity model assessment, quant/qual research, benchmarking analysis, strategic planning & roadmap development, journey mapping and workshop facilitation&br&&br&• Solid understanding of contact center technology (CCaSS, Telephony, WFM, CTI, QA, IVR, and KM) with a preference for deep knowledge in at least one&br&&br&• Experienced support pre-sales activities, including the creation of sales and pitch decks, along with company research and crafting project approaches&br&&br&• Understanding of customer preferences across channels and have provided recommendations for clients to deliver dynamic agnostic experiences&br&&br&• Driving decision making processes to advise clients with solutions and strategic roadmaps &br&&br&• Professional services experience is preferred &br&&br&• Occasional travel as needed by client&br&&br&&b&About Us&/b&&br&&br&Slalom is a modern consulting firm focused on strategy, technology, and business transformation. In 41 markets around the world, Slalom's teams have autonomy to move fast and do what's right. They are backed by regional innovation hubs, a global culture of collaboration, and partnerships with the world's top technology providers. Founded in 2001 and headquartered in Seattle, Slalom has organically grown to over 11,000 employees. Slalom has been named one of Fortune's 100 Best Companies to Work For five years running and is regularly recognized by employees as a best place to work. Learn more at &br&&br&Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud it 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 additional benefits such as a yearly $350 reimbursement account for any well-being related expenses as well as discounted home, auto, and pet insurance. &br&&br&Slal om is an equal opportunity employer that is committed to diversity and inclusion 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.&br&&br&#LI-LH2