Senior Consultant Contact Center Transformation

Description and Requirements Job Description Senior Consultant or Principal Consultant- CX & Contact Center Transformation Why this role matters Join Slalom's growing CX Service Transformation practice focused on enabling our clients to modernize the service experience for their customers across digital and telephony channels. Be a part of a team that designs and implements new digital and agent experiences powered by AI to deliver a world-class customer connection that improves customer outcomes while driving efficiency, cost optimization, and sustainable growth for our clients. If you have a passion for CX enabled by digital self-service, telephony, CCaaS, AI, and world-class contact center design, this could be your next career step. As a Senior Consultant or Principal Consultant, you'll blend program leadership, solution ownership, and client advisory to help organizations reimagine people, process, and technology so they can deliver reliable, measurable customer outcomes. You'll work across technology and industries on high-impact transformation initiatives. Who you'll work with You'll collaborate with multidisciplinary Slalom teams, including strategists, designers, engineers, data experts, and change leads, along with client leadership and third-party partners. You'll be a client-facing consultant who can contribute to executive conversations while staying closely engaged in hands-on delivery and team coaching. What you'll do Lead delivery: Own multi-workstream contact center and CX transformation engagements - set program plans, manage scope/schedule/budget, run governance, and ensure quality outcomes. Be a solution owner: Translate business needs into solution designs in partnership with architects and senior leaders. Contribute to vendor evaluation and integration planning while maintaining a technology-agnostic perspective. Identify use cases for AI. Drive people & process change: Support operating model, role and process redesign (e.g., routing, quality, workforce management). partnering with change and training leaders to enable adoption. Enable measurable outcomes: Define baselines and KPIs, design dashboards and reporting, and drive benefits realization and continuous improvement. Manage teams & partners: Support cross-functional teams, coordinate third-party vendors, and contribute to the development of junior consultants. Partner with clients: Facilitate workshops, present to executives, and align solutions to business strategy and outcomes. Support growth: Contribute to pursuit strategy, scoping, estimations, and proposal development. What you'll bring 3-5 years of consulting and/or industry experience supporting or leading contact center or CX transformation programs. Demonstrated experience as a project manager and/or solution owner on multi-workstream initiatives. Deep understanding of contact center and CX concepts (omnichannel service, use of AI, routing strategy, workforce planning, quality frameworks, and analytics). Technology-agnostic mindset; experience designing and overseeing implementations and integrations across diverse stacks (telephony/CCaaS, CRM, WFM, analytics, automation). Strong facilitation, stakeholder management, and executive communication skills. Proven ability to lead and mentor teams, manage vendors, and run distributed delivery models. Exposure to project financials, scoping, and delivery economics; interest in developing commercial acumen. Strong analytical skills and comfort turning data into clear, actionable recommendations. Nice to have Project management or Agile certifications (PMP, CSM). Experience with automation, conversational AI, or advanced analytics for customer service. Experience across multiple industries (financial services, healthcare, travel and hospitality, public sector, and retail). Prior experience contributing to sales pursuits and client proposals. Work environment You will be hybrid (home, Slalom office, and client site) You may travel to be on-site at o