Solutions Architect (CRM/CCaaS)

Optomi; United States; Remote; USD 103,320 - 117,096; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading consulting firm is seeking an experienced Solutions Architect to design a seamless customer experience by integrating Salesforce with various CCaaS platforms. This 100% remote role requires expertise in Salesforce architecture, proven CCaaS experience, and excellent communication skills. The ideal candidate will focus on strategic architecture and leveraging AI to optimize operations. Compensation ranges from $75 to $85 per hour.

Qualifications

• Deep knowledge of Salesforce, particularly Service Cloud and Service Cloud Voice.
• Proven experience with Contact Center as a Service platforms.
• Excellent communication skills for diverse audiences.
• Strong understanding of AI features and contact center analytics.

Responsibilities

• Design a unified architectural framework integrating Salesforce with CCaaS platforms.
• Drive technical strategy for voice data integration.
• Act as a key consultant for implementation strategies.
• Architect solutions leveraging AI and analytics.

Skills

Salesforce Architecture

CCaaS Experience

Communication

AI & Analytics

Workforce Management

Tools

Salesforce Einstein

Genesys

NICE

Amazon Connect

Job description

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This range is provided by Optomi. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$75.00/hr - $85.00/hr

** Must be US Citizen or Green Card Holder. Cannot do C2C **

** W-2 Required **

Contract to Hire: 6-Months

100% Remote - EST hours

Our client is seeking a seasoned Solutions Architect to serve as a critical bridge between their CRM and Contact Center teams. They are in a unique position to design a unified and forward-looking customer experience. This role is a prime opportunity for an experienced architect to standardize, consolidate, and innovate across their Salesforce and CCaaS platforms, creating a seamless and powerful contact center ecosystem.

Key Responsibilities

• Strategic Architecture & Design: Design and lead the development of an agnostic architectural framework that integrates Salesforce Service Cloud and Service Cloud Voice with our CCaaS platforms.
• Platform Integration: Drive the technical strategy for integrating CCaaS solutions (such as Genesys, NICE, and Amazon Connect) with our CRM, with a specific focus on Service Cloud Voice to capture and utilize voice data.
• Consultation & Discovery: Act as a key consultant, working closely with internal engineering teams and external partners to define technical requirements and guide implementation strategy.
• AI and Analytics: Architect solutions that leverage Salesforce Einstein and other AI/ML features for next-best-action, call summarization, sentiment analysis, and predictive analytics.
• Workforce Management (WFM): Provide architectural expertise for our Workforce Management tools, ensuring seamless integration with CRM data to optimize resource planning and operations.
• Technical Communication: Effectively communicate complex technical requirements and architectural decisions to both technical teams and non-technical business leaders.

Required Qualifications

• Expertise in Salesforce Architecture: Deep knowledge of Salesforce, particularly Service Cloud and Service Cloud Voice.
• CCaaS Experience: Proven experience with Contact Center as a Service platforms, including Genesys, NICE CX1, or Amazon Connect.
• WFM & Omnichannel: A strong background in Workforce Management architecture, preferably with the NICE WFM tool, and a solid understanding of omnichannel strategies.
• AI & Analytics: Familiarity with AI features such as Salesforce Einstein, and a strong understanding of contact center analytics.
• Communication: Excellent communication skills, with the ability to convey complex ideas to a diverse audience of technical and non-technical stakeholders.
• Role Focus: Experience in architectural and consulting roles; this is not a hands-on development position.

Preferred Qualifications

• Experience with a variety of CCaaS platforms beyond Genesys and CX1.
• A strong functional understanding of the end-to-end customer experience.
• Familiarity with AI/ML use cases like call summarization and sentiment analysis.
• Prior experience in a leadership or team management capacity.
• Background in the automotive or similarly complex contact center industries.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Pharmaceutical Manufacturing

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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