Senior Solution Director, Voice & CCaaS Architecture

salesforce.com, inc.; San Francisco (CA); Hybrid; USD 171,000 - 298,000; Full time

Job summary

Salesforce, Inc. is seeking a Solution Director specialized in Voice-centric product solutions.

You will guide enterprise customers through complex CCaaS architectures, integrating AFCC, Partner Contact Center, Voice AI, and related Salesforce platforms. This senior role sits in CSG Professional Services within Emerging Specialized Delivery, advising top customers and shaping strategic telephony deployments.

Qualifications

• 10+ years in enterprise architecture or consulting in CCaaS/Voice.
• Hands-on experience with major telephony platforms and Salesforce integrations.
• Strong knowledge of voice concepts (PBX, IVR, WebRTC) and CTI protocols.

Responsibilities

• Advise clients on scalable voice workflows and CTI integrations.
• Lead architecture of complex cloud telephony projects within Salesforce.
• Drive knowledge sharing and reference architectures for voice deployments.
• Manage risk and align delivery with client expectations.
• Mentor junior staff and contribute to internal communities.

Skills

Enterprise architecture

CCaaS

Voice technologies

SIP/WebRTC

CTI protocols

Client advisory

Omni‑channel

REST/SOAP APIs

Stakeholder management

Education

Bachelor's degree in CS/Eng

Tools

AWS Connect

Genesys Cloud

Five9

AFCC / Agentforce

Salesforce Omni‑Channel

Job description

Salesforce, Inc. is seeking a Solution Director specialized in Voice-centric product solutions.

You will guide enterprise customers through complex CCaaS architectures, integrating AFCC, Partner Contact Center, Voice AI, and related Salesforce platforms. This senior role sits in CSG Professional Services within Emerging Specialized Delivery, advising top customers and shaping strategic telephony deployments.