Principal Consultant – Service Cloud Voice Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate discovery workshops and conduct business process assessments for customer service operations, contact center requirements, customer journeys, channel strategies, and business objectives.

• Act as the primary solution architect for Service Cloud Voice and Salesforce Voice implementations, encompassing Partner Contact Center and Amazon Connect delivery models.

• Create scalable architectures for customer engagement across various channels, including voice, chat, messaging, SMS, email, social media, and other digital platforms.

• Formulate strategies and roadmaps for contact center modernization.

• Design IVR, intelligent and skills-based routing, queue and capacity models, self-service solutions, agent assistance, supervisor experiences, recording, transcription, and quality management features.

• Develop Salesforce and Amazon Connect solutions utilizing Agentforce, Amazon Lex, Contact Lens, AWS Lambda, Digital Engagement, Data Cloud, knowledge management, and analytics.

• Establish integrations with telephony, workforce management, identity management, knowledge bases, case management, CRM, data reporting, and enterprise platforms.

• Implement Salesforce security protocols, sharing policies, identity governance, environmental controls, and release management standards.

• Provide architectural guidance throughout design, configuration, build reviews, testing, deployment, cutover, and post-production optimization phases.

• Lead technical design sessions and create architecture diagrams, decision records, interface specifications, implementation roadmaps, and delivery documentation.

• Specify nonfunctional requirements related to availability, resilience, performance, call quality, scalability, privacy, compliance, observability, and disaster recovery.

• Collaborate with AI and data teams on Agentforce, conversational AI, generative AI, Data Cloud, and trusted enterprise data experiences.

• Assist with pre-sales discovery, estimation, demonstrations, executive presentations, architecture reviews, proposals, and statements of work.

• Mentor consultants, developers, administrators, and architects; create reusable patterns and maintain consistent delivery practices.

• Assess Salesforce, AWS, and contact center product updates, advising clients on capabilities, adoption timelines, and implementation implications.

⛳️ Requirements

• Minimum of five years of experience in Salesforce consulting, architecture, or implementations.

• At least three years of experience designing or implementing Service Cloud Voice, Salesforce Voice, Amazon Connect, or similar enterprise contact center solutions.

• Experience in roles such as Solution Architect, Lead Consultant, Technical Architect, or equivalent client-facing delivery positions.

• Strong proficiency in Salesforce Service Cloud or Agentforce Service and customer service operations processes.

• Comprehensive knowledge of contact center architecture, voice and digital routing, IVR, queue design, workforce optimization, quality management, and customer experience design.

• Practical architecture experience with Salesforce Voice and Amazon Connect integration patterns.

• Familiarity with SIP, WebRTC, CTI, call flows, number provisioning, recording, transcription, and network considerations.

• Solid understanding of Salesforce platform architecture, security measures, integration processes, data strategies, release management, and governance protocols.

• Proven experience leading discovery workshops, design sessions, discussions with executive stakeholders, and conducting architecture reviews.

• Skills in creating solution architecture diagrams, technical specifications, user stories, estimates, test strategies, and implementation roadmaps.

• Ability to convert business requirements into scalable technical solutions and phased transformation plans.

• Excellent communication, consulting, presentation, stakeholder management, and team leadership abilities.

• Preferred: experience with Agentforce, Amazon Connect, Amazon Lex, Contact Lens, AWS Lambda, Amazon Kinesis, CloudWatch, Salesforce Data Cloud, Digital Engagement, Experience Cloud, knowledge management, analytics, MuleSoft, enterprise integration/API management platforms, workforce management, quality management, identity, payment systems, customer data platforms, outbound dialing, campaign management, proactive engagement, consent management, customer outreach, large-scale transformations, complex migrations, multi-region deployments, regulated industry standards, and consulting engagement estimation.

• Preferred certifications include Salesforce Platform Administrator, Agentforce Service Consultant or Service Cloud Consultant, Agentforce Specialist, Application Architect, relevant AWS certifications, and additional Salesforce certifications.

🏝️ Benefits

• Vouchers for Salesforce certification examinations.

• Allocated time for certification preparation and ongoing learning.