Director of Voice & CCaaS Solutions

Salesforce

San Francisco (CA)

On-site

USD 180,000 - 240,000

Full time

7 days ago

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Job summary

Salesforce is seeking a senior Solution Director for Voice-centric product solutions within CSG Professional Services. You will guide large enterprise engagements, shaping architectures for AFCC, CCaaS, and Voice AI to deliver scalable cloud telephony deployments.

You will act as a strategic advisor to executives, aligning telephony design with CRM data, real-time media flows, and omni-channel routing across Salesforce platforms. Expect leadership responsibilities and travel as required.

Qualifications

10+ years in enterprise architecture or consulting.
5+ years in Contact Center, CCaaS, or Voice technologies.
Deep knowledge of voice/telephony concepts (PBX, ACD, IVR, SIP, WebRTC).
Experience integrating voice systems with CRM data via REST/SOAP and event-driven patterns.
Strong communication skills, especially to non-technical stakeholders.

Responsibilities

Provide architectural leadership for scalable voice workflows, CTI integrations, and real-time media/data flows across AFCC/Partner CCaaS suites.
Guide customers in deploying Agentforce/Einstein tools to enable omnichannel experiences.
Architect complex telephony solutions and integrate CCaaS with Salesforce, handling SIP trunking, WebRTC, and latency optimization.
Identify and manage risk on high-profile engagements and ensure issues are resolved.
Lead internal strategic initiatives and contribute to the community’s knowledge base and reference architectures.