Slalom
Practice Leader Enterprise Contact Center Modernization
Slalom, Nashville, Tennessee, United States
Overview
Slalom is seeking a visionary leader to build, scale, and inspire our
Contact Center Modernization
practice. As Director and Practice Leader, you will provide strategic leadership, people development, and practice growth for one of Slalom’s dynamic capability areas. You will shape the future of customer service modernization by aligning strategy, technology, and people to deliver measurable outcomes across industries. With deep expertise spanning
Salesforce Service Cloud, ServiceNow, Genesys, NICE, Amazon Connect , and other leading CCaaS and CRM platforms, you will advise executives on how to modernize their service organizations. Your leadership will help clients achieve
customer experience excellence, operational agility, and scalable service models
through a blend of business strategy, modern platforms, and AI-driven innovation.
Key Responsibilities
Practice & People Leadership
Build, lead, and inspire a high-performing consulting team, fostering growth, inclusion, and career development. Define and execute the vision and roadmap for Slalom’s Contact Center Modernization practice. Cultivate a culture of collaboration, innovation, and delivery excellence across local markets and global practices.
Client & Business Development
Serve as a strategic advisor to C-suite leaders, shaping modernization roadmaps that integrate CRM, CCaaS, and AI capabilities. Drive business development efforts through executive engagement, thought leadership, and strategic pursuits. Expand Slalom’s market impact by developing deep, trusted client relationships and consistently delivering business outcomes.
Solution Leadership & Delivery Excellence
Oversee design and delivery of modern service experiences, spanning Genesys, NICE, Amazon Connect, Salesforce, ServiceNow, and other CRM/CCaaS ecosystems. Ensure delivery excellence by aligning solutions to business objectives, KPIs, and ROI metrics. Provide executive sponsorship for major programs, ensuring client satisfaction and long-term success. Lead cross-capability solutions that integrate CRM, CCaaS, AI, analytics, WEM/WFO, and omnichannel engagement.
Thought Leadership & Market Impact
Position Slalom as a recognized leader in contact center modernization through frameworks, accelerators, and market offerings. Represent Slalom at industry events and conferences, and publish thought leadership on modernization, AI, and customer experience. Drive innovation across ecosystems by exploring the latest advancements in cloud telephony, automation, workforce engagement, and predictive analytics.
Qualifications
12+ years of leadership in Contact Center Operations, Customer Experience, or CCaaS/CRM consulting. Proven track record of building and leading teams, with a strong passion for people leadership and talent development. Deep expertise with Genesys, NICE, Amazon Connect, Salesforce, ServiceNow, and other leading platforms. Strong executive presence with experience influencing C-suite leaders. Demonstrated success in large-scale modernization initiatives across industries. Excellent communication, facilitation, and strategic storytelling skills. Experience in practice leadership, go-to-market strategy, and business growth.
Preferred
Platform certifications across Salesforce, ServiceNow, and/or CCaaS providers. Experience publishing or presenting on modernization, service strategies, or AI-enabled experiences. Background in workforce engagement, omnichannel design, and AI/automation.
Compensation & Benefits
Base pay range:
$185,000 – $307,000
per year. In addition, individuals may be eligible for an annual discretionary bonus. The salary range is subject to change and may be modified at any time. Slalom is committed to fair and equitable compensation practices. Benefits include paid time off and holidays, parental leave, 401(k) with match, health, dental, and vision coverage, adoption and fertility assistance, disability coverage, wellness reimbursement, and other programs.
About Us
Slalom is a human-centered technology and consulting company that leads with outcomes. Our teams across 52 offices in 12 countries collaborate with clients to deliver powerful customer experiences and innovative ways of working. We partner with Global 1000 leaders, enterprise and mid-market companies, and public sector organizations to improve operations, drive growth, and create value.
EEO & Accommodations
Slalom is an equal opportunity employer. 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. Reasonable accommodations are available during all aspects of the selection process. Please contact the talent acquisition team or accomodationrequest@slalom.com if you require accommodations during the interview process.
We will accept applications until October 31, 2025.
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Slalom is seeking a visionary leader to build, scale, and inspire our
Contact Center Modernization
practice. As Director and Practice Leader, you will provide strategic leadership, people development, and practice growth for one of Slalom’s dynamic capability areas. You will shape the future of customer service modernization by aligning strategy, technology, and people to deliver measurable outcomes across industries. With deep expertise spanning
Salesforce Service Cloud, ServiceNow, Genesys, NICE, Amazon Connect , and other leading CCaaS and CRM platforms, you will advise executives on how to modernize their service organizations. Your leadership will help clients achieve
customer experience excellence, operational agility, and scalable service models
through a blend of business strategy, modern platforms, and AI-driven innovation.
Key Responsibilities
Practice & People Leadership
Build, lead, and inspire a high-performing consulting team, fostering growth, inclusion, and career development. Define and execute the vision and roadmap for Slalom’s Contact Center Modernization practice. Cultivate a culture of collaboration, innovation, and delivery excellence across local markets and global practices.
Client & Business Development
Serve as a strategic advisor to C-suite leaders, shaping modernization roadmaps that integrate CRM, CCaaS, and AI capabilities. Drive business development efforts through executive engagement, thought leadership, and strategic pursuits. Expand Slalom’s market impact by developing deep, trusted client relationships and consistently delivering business outcomes.
Solution Leadership & Delivery Excellence
Oversee design and delivery of modern service experiences, spanning Genesys, NICE, Amazon Connect, Salesforce, ServiceNow, and other CRM/CCaaS ecosystems. Ensure delivery excellence by aligning solutions to business objectives, KPIs, and ROI metrics. Provide executive sponsorship for major programs, ensuring client satisfaction and long-term success. Lead cross-capability solutions that integrate CRM, CCaaS, AI, analytics, WEM/WFO, and omnichannel engagement.
Thought Leadership & Market Impact
Position Slalom as a recognized leader in contact center modernization through frameworks, accelerators, and market offerings. Represent Slalom at industry events and conferences, and publish thought leadership on modernization, AI, and customer experience. Drive innovation across ecosystems by exploring the latest advancements in cloud telephony, automation, workforce engagement, and predictive analytics.
Qualifications
12+ years of leadership in Contact Center Operations, Customer Experience, or CCaaS/CRM consulting. Proven track record of building and leading teams, with a strong passion for people leadership and talent development. Deep expertise with Genesys, NICE, Amazon Connect, Salesforce, ServiceNow, and other leading platforms. Strong executive presence with experience influencing C-suite leaders. Demonstrated success in large-scale modernization initiatives across industries. Excellent communication, facilitation, and strategic storytelling skills. Experience in practice leadership, go-to-market strategy, and business growth.
Preferred
Platform certifications across Salesforce, ServiceNow, and/or CCaaS providers. Experience publishing or presenting on modernization, service strategies, or AI-enabled experiences. Background in workforce engagement, omnichannel design, and AI/automation.
Compensation & Benefits
Base pay range:
$185,000 – $307,000
per year. In addition, individuals may be eligible for an annual discretionary bonus. The salary range is subject to change and may be modified at any time. Slalom is committed to fair and equitable compensation practices. Benefits include paid time off and holidays, parental leave, 401(k) with match, health, dental, and vision coverage, adoption and fertility assistance, disability coverage, wellness reimbursement, and other programs.
About Us
Slalom is a human-centered technology and consulting company that leads with outcomes. Our teams across 52 offices in 12 countries collaborate with clients to deliver powerful customer experiences and innovative ways of working. We partner with Global 1000 leaders, enterprise and mid-market companies, and public sector organizations to improve operations, drive growth, and create value.
EEO & Accommodations
Slalom is an equal opportunity employer. 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. Reasonable accommodations are available during all aspects of the selection process. Please contact the talent acquisition team or accomodationrequest@slalom.com if you require accommodations during the interview process.
We will accept applications until October 31, 2025.
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