Job description
Overview In this role you design, configure, and deliver cloud contact center solutions for enterprise clients across leading CCaaS platforms. You'll move a solution from requirements to build, test, and go-live, collaborating with architects and client teams. You'll work on IVR, routing, telephony, and digital channels while integrating CRM and back-office systems. The role emphasizes hands-on delivery, platform specialization, and the ability to learn additional platforms. You'll contribute to a modern, outcomes-driven contact center practice and help clients scale with AI and automation.
Compensation / Benefitsmeaningful time off and paid holidays
parential leave
401(k) with match
health/dental/vision coverage
adoption and fertility assistance
short/long-term disability
ResponsibilitiesDesign, configure, and deploy CCaaS solutions including IVR, call flows, and routing strategies
Build and support digital channels (web messaging, chat, email, SMS, social)
Configure telephony (BYOC, SIP trunks, number porting, site/media config)
Create integrations via APIs, data connectors, serverless functions, and webhooks to connect CRM/ticketing/back-office systems
Implement and support CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow) with embedded agent desktops
Configure workforce engagement, QA, recording policies, and analytics
Implement CCaaS AI features (voice/chat bots, agent assist) and third-party IA platforms
Support migrations from legacy/on-premises or other cloud CC platforms, including flow conversion and cutover planning
Produce design docs, integration specs, runbooks; develop SIT/UAT test plans and resolve defects
Assist with project estimates, SOWs, platform evaluations, and demos for business development
Lead or support client sessions to gather requirements and translate into solution designs
Contribute to reusable assets, accelerators, and knowledge-sharing within Slalom
Key requirements5-7 years hands-on CCaaS engineering experience (7+ for Senior)
Deep knowledge of at least one CCaaS platform's flow, routing, queues, and admin
Experience with SIP, carriers, number management, and call recording
REST APIs and JSON experience; familiarity with native integration tools
Understanding of contact center metrics and how tech decisions impact them
Experience across full enterprise project lifecycles and multi-workstream delivery
Familiarity with agile methodologies and tools (Scrum, Jira, Azure DevOps)
Strong written and verbal communication; ability to explain tech to business audiences
Active CCaaS platform certification or ability to obtain within 90 days
Strong communication
Client-facing facilitation
Collaborative teaming
CCaaS platforms (Genesys Cloud CX, Amazon Connect, NICE CXone, Five9, Talkdesk, Cisco Webex)
Flow designer, routing, queues, administration
REST APIs, JSON, integration tooling
Worksite address
Detroit, MI, 48201, US
Who can apply
Review the original listing for location, eligibility and application requirements.