Senior Voice & CCaaS Solutions Director

salesforce.com, inc.; Washington; On-site; USD 171,000 - 273,000; Full time

Job summary

Salesforce seeks a Solution Director specializing in Voice-centric product solutions. As a trusted advisor, you will shape architecture for enterprise CCaaS programs, guiding large customers through Agentforce Contact Center (AFCC), Partner Contact Center, and related voice tech within the Salesforce ecosystem.

You will lead strategic delivery efforts, drive architecture decisions, and collaborate with cross-functional teams to ensure scalable, high-impact outcomes for complex telephony

Qualifications

• 10+ years of enterprise architecture or consulting experience.
• 5+ years of dedicated hands-on experience in Contact Center, CCaaS, or Voice technologies.
• Deep technical expertise in Partner Contact Center and leading telephony platforms.

Responsibilities

• Provide architectural leadership on scalable voice workflows and integrations across AFCC and Partner Contact Center.
• Guide customers and colleagues in deploying Agentforce, Einstein Conversation Insights, and related voice tech to enable omnichannel experiences.
• Architect complex telephony solutions — integrate CCaaS with Salesforce platform (SIP, WebRTC, routing, data models).
• Identify and manage risk on high-profile engagements within Emerging Specialized Delivery.
• Negotiate solutions with customers and third-party voice vendors; keep programs on track and scalable.
• Lead internal strategic initiatives to grow the consulting practice and contribute to knowledge assets.

Skills

Enterprise architecture

CCaaS/Voice

Telephony platforms

SIP/WebRTC

REST/SOAP APIs

Leadership

Client advisory

Project management

Education

Bachelor's degree in Computer Science or Engineering

Tools

Amazon Connect

Genesys Cloud

Five9

Salesforce Omni-Channel

WebRTC

Job description

Salesforce seeks a Solution Director specializing in Voice-centric product solutions. As a trusted advisor, you will shape architecture for enterprise CCaaS programs, guiding large customers through Agentforce Contact Center (AFCC), Partner Contact Center, and related voice tech within the Salesforce ecosystem.

You will lead strategic delivery efforts, drive architecture decisions, and collaborate with cross-functional teams to ensure scalable, high-impact outcomes for complex telephony