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Principal Salesforce Service Cloud Voice Architect (Remote, United States)
Lead Salesforce Service Cloud Voice and Amazon Connect contact center architecture for TELUS Digital. Guide modernization, AI adoption, delivery quality, and client-facing solution strategy.
विवरण
- Run discovery workshops covering service operations, contact center needs, customer journeys, channel strategy, and business goals
- Own solution architecture for Service Cloud Voice, Salesforce Voice, Partner Contact Center, and Amazon Connect implementations
- Create scalable engagement architectures spanning voice, chat, messaging, SMS, email, social, and other digital channels
- Build contact center modernization strategies and transformation roadmaps
- Design IVR, intelligent routing, queue and capacity models, self-service, agent assistance, supervisor tools, recording, transcription, and quality management
- Develop Salesforce and Amazon Connect solutions with Agentforce, Amazon Lex, Contact Lens, AWS Lambda, Digital Engagement, Data Cloud, knowledge, and analytics
- Plan integrations across telephony, workforce management, identity, knowledge, case management, CRM, data, reporting, and enterprise systems
- Enforce Salesforce standards for security, sharing, identity, governance, environments, and release management
- Oversee architecture through design, configuration, build review, testing, deployment, cutover, and production optimization
- Lead technical design sessions and deliver architecture diagrams, decision records, interface specifications, implementation roadmaps, and project documentation
- Establish nonfunctional requirements for availability, resilience, performance, call quality, scalability, privacy, compliance, observability, and disaster recovery
- Collaborate with AI and data teams on Agentforce, conversational and generative AI, Data Cloud, and trusted enterprise data experiences
- Contribute to pre-sales discovery, estimates, demonstrations, executive presentations, architecture reviews, proposals, and statements of work
- Coach consultants, developers, administrators, and architects while developing reusable patterns and consistent delivery practices
- Assess Salesforce, AWS, and contact center releases and advise clients on capabilities, adoption timing, and implementation consequences
आवश्यकताएँ
- Bring at least five years of Salesforce consulting, architecture, or implementation experience
- Have at least three years of experience designing or delivering Service Cloud Voice, Salesforce Voice, Amazon Connect, or comparable enterprise contact center solutions
- Have worked as a Solution Architect, Lead Consultant, Technical Architect, or similar client-facing delivery leader
- Demonstrate strong knowledge of Salesforce Service Cloud or Agentforce Service and customer service operations
- Understand contact center architecture, voice and digital routing, IVR, queue design, workforce optimization, quality management, and customer experience design
- Show hands-on experience architecting Salesforce Voice and Amazon Connect integrations
- Understand SIP, WebRTC, CTI, call flows, number provisioning, recording, transcription, and network considerations
- Bring strong Salesforce platform knowledge covering architecture, security, integration, data, environments, releases, and governance
- Have led discovery workshops, design sessions, executive stakeholder conversations, and architecture reviews
- Be able to produce solution diagrams, technical specifications, user stories, estimates, test strategies, and implementation roadmaps
- Translate business needs into scalable technical solutions and phased transformation plans
- Communicate effectively across consulting, presentations, stakeholder management, and team leadership
- Preferred experience includes Agentforce, Amazon Connect, Amazon Lex, Contact Lens, AWS Lambda, Amazon Kinesis, CloudWatch, Salesforce Data Cloud, Digital Engagement, Experience Cloud, knowledge, analytics, MuleSoft, integration and API platforms, workforce and quality management, identity, payments, customer data platforms, outbound dialing, campaign management, proactive engagement, consent, customer outreach, large transformations, complex migrations, multi-region deployments, regulated industries, and engagement estimation
- Preferred certifications include Salesforce Platform Administrator, Agentforce Service Consultant or Service Cloud Consultant, Agentforce Specialist, Application Architect, relevant AWS certifications, and other Salesforce credentials
लाभ
- Salesforce certification exam vouchers
- Protected time for certification preparation and ongoing professional development
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