Senior Director, Voice & CCaaS Solutions

salesforce.com, inc.; Seattle (WA); On-site; USD 206,000 - 298,000; Full time

Benefits offered by this job

Healthcare benefits

401(k) plan

Bonus potential

Job summary

Salesforce is seeking a Solution Director for Voice-centric product solutions to lead architecture and delivery of complex cloud telephony projects for large enterprise customers, within the Emerging Specialized Delivery team.

You will advise clients on AFCC, Einstein insights, and omni-channel routing, integrating CCaaS with Salesforce and partner platforms, while mentoring teams and shaping reference architectures.

Qualifications

• 10+ years of enterprise architecture or consulting experience, with at least 5 years of dedicated hands-on experience in Contact Center, CCaaS, or Voice technologies.
• Deep technical expertise in Partner Contact Center and at least one leading telephony platform (e.g., Amazon Connect, Genesys Cloud, Five9). AFCC knowledge is a plus.
• Foundational knowledge of voice/telephony concepts: PBX, ACD, IVR, SIP, WebRTC, CTI, real-time media.

Responsibilities

• Serve as a trusted advisor, providing architectural leadership for scalable voice workflows and real-time data flows across AFCC and vendor suites.
• Guide customers in deploying advanced voice technologies to drive omnichannel experiences.
• Architect and oversee integration of enterprise CCaaS platforms with the Salesforce platform (SIP, WebRTC, carrier connectivity).
• Identify and manage risk on high-profile engagements and ensure complex routing/issues are resolved.
• Negotiate solutions with customers and voice vendors/partners; keep programs on track and scalable.
• Lead internal strategic initiatives and contribute to knowledge bases and reference architectures.

Skills

Enterprise architecture

CCaaS/Contact Center

Voice technologies

SIP/WebRTC

Salesforce Omni-Channel

REST/SOAP APIs

Leadership

Communication

Education

Bachelor's degree in CS/Engineering

Tools

Amazon Connect

Genesys Cloud

Five9

AFCC/Agentforce Center

Job description

Salesforce is seeking a Solution Director for Voice-centric product solutions to lead architecture and delivery of complex cloud telephony projects for large enterprise customers, within the Emerging Specialized Delivery team.

You will advise clients on AFCC, Einstein insights, and omni-channel routing, integrating CCaaS with Salesforce and partner platforms, while mentoring teams and shaping reference architectures.