Senior Service Cloud Voice Architect & Strategy Lead

Devopsroles; United States; À distance; USD 180 000 - 240 000; Plein temps

Résumé du poste

TELUS Digital's Salesforce Practice seeks a Principal Consultant to lead the architecture and delivery of enterprise Service Cloud Voice solutions. You will design connected contact center experiences across Salesforce Voice, Amazon Connect, and other channels, guiding modernization initiatives to scalable, secure outcomes.

You will partner with business leaders, operations, and technical teams from discovery through production optimization, while supporting solution development, pre-sales, and

Qualifications

• At least five years of Salesforce consulting, architecture, or implementation experience.
• At least three years designing or implementing Service Cloud Voice, Salesforce Voice, Amazon Connect, or comparable enterprise contact center solutions.
• Experience serving as a Solution Architect, Lead Consultant, Technical Architect, or equivalent client‑facing delivery leader.
• Strong expertise in Salesforce Service Cloud or Agentforce Service and the business processes that support customer service operations.
• Deep understanding of contact center architecture, voice and digital routing, interactive voice response, queue design, workforce optimization, quality management, and customer experience design.
• Hands‑on architecture experience with Salesforce Voice and Amazon Connect integration patterns.
• Working knowledge of telephony and voice technologies, including SIP, WebRTC, CTI, call flows, number provisioning, recording, transcription, and network considerations.
• Strong understanding of Salesforce platform architecture, security, integration, data, environment strategy, release management, and governance.
• Experience leading discovery workshops, design sessions, executive stakeholder discussions, and architecture reviews.
• Experience creating solution architecture diagrams, technical specifications, user stories, estimates, test strategies, and implementation roadmaps.
• Ability to translate business requirements into scalable technical solutions and phased transformation plans.
• Strong communication, consulting, presentation, stakeholder management, and team leadership skills.

Responsabilités

• Lead discovery workshops and business process reviews to understand customer service operations, contact center requirements, customer journeys, channel strategy, and business objectives.
• Serve as the lead solution architect for Service Cloud Voice and Salesforce Voice implementations, including Partner Contact Center and Amazon Connect delivery models.
• Design scalable customer engagement architectures that support voice, chat, messaging, SMS, email, social, and other digital channels.
• Develop future-state contact center strategies and modernization roadmaps aligned with customer experience goals, operating models, and technology constraints.
• Architect interactive voice response, intelligent and skills-based routing, queue and capacity models, self-service, agent assist, supervisor experiences, recording, transcription, and quality-management capabilities.
• Design Salesforce and Amazon Connect solutions using relevant capabilities such as Agentforce, Amazon Lex, Contact Lens, AWS Lambda, Digital Engagement, Data Cloud, knowledge, and analytics.
• Define integration patterns between Salesforce and telephony, workforce management, identity, knowledge, case management, CRM, data, reporting, and enterprise platforms.
• Apply Salesforce security, sharing, identity, governance, environment, and release-management standards to voice and contact center solutions.
• Provide architectural oversight throughout the delivery lifecycle, including design, configuration guidance, build reviews, testing strategy, deployment planning, cutover, and post-production optimization.
• Lead technical design sessions and produce architecture diagrams, decision records, interface specifications, implementation roadmaps, and other delivery documentation.
• Define nonfunctional requirements for availability, resiliency, performance, call quality, scalability, privacy, compliance, observability, and disaster recovery.
• Partner with AI and data teams to design customer and agent experiences that use Agentforce, conversational AI, generative AI, Data Cloud, and trusted enterprise data.
• Support pre-sales activities, including discovery, solution estimation, demonstrations, executive presentations, architecture reviews, proposals, and statements of work.
• Mentor consultants, developers, administrators, and architects while establishing reusable patterns and promoting consistent delivery practices.
• Evaluate Salesforce, AWS, and contact center product updates and advise clients on relevant capabilities, adoption timing, and implementation impact.

Connaissances

Salesforce consulting

Service Cloud Voice

Architecture design

Lead consultancy

Pre-sales support

Stakeholder management

Team leadership

Security and governance

Agentforce and AI

Amazon Connect integration

Outils

Agentforce

Amazon Connect

Salesforce Voice

AWS Lambda

Knowledge management tools

Description du poste

TELUS Digital's Salesforce Practice seeks a Principal Consultant to lead the architecture and delivery of enterprise Service Cloud Voice solutions. You will design connected contact center experiences across Salesforce Voice, Amazon Connect, and other channels, guiding modernization initiatives to scalable, secure outcomes.

You will partner with business leaders, operations, and technical teams from discovery through production optimization, while supporting solution development, pre-sales, and