Principal Consultant - Service Cloud Voice Architect
TELUS Digital11 hours ago
Base Salary
$100k - $190k/yr
Responsibilities
- Lead discovery workshops, business process reviews, technical design sessions, and architecture reviews.
- Serve as lead solution architect for Service Cloud Voice, Salesforce Voice, Partner Contact Center, and Amazon Connect implementations.
- Design scalable voice, chat, messaging, SMS, email, social, IVR, routing, self-service, agent-assist, recording, transcription, and quality-management solutions.
- Develop contact center modernization strategies, future-state roadmaps, integration patterns, and phased transformation plans.
- Provide architectural oversight for configuration, build reviews, testing, deployment, cutover, and post-production optimization.
- Define requirements for availability, resiliency, performance, call quality, scalability, privacy, compliance, observability, and disaster recovery.
- Support pre-sales through discovery, estimation, demonstrations, executive presentations, proposals, and statements of work.
- Mentor consultants, developers, administrators, and architects and establish reusable delivery patterns.
- Evaluate Salesforce, AWS, and contact center product updates and advise clients on adoption and implementation impact.
Requirements
- 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 as a Solution Architect, Lead Consultant, Technical Architect, or equivalent client-facing delivery leader.
- Strong expertise in Salesforce Service Cloud or Agentforce Service and customer service operations.
- Deep knowledge of contact center architecture, voice and digital routing, IVR, queue design, workforce optimization, quality management, and customer experience design.
- Hands-on experience with Salesforce Voice and Amazon Connect integration patterns and working knowledge of 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 workshops and executive discussions and producing architecture diagrams, technical specifications, user stories, estimates, test strategies, and implementation roadmaps.
- Preferred experience includes Agentforce, Amazon Lex, Contact Lens, AWS Lambda, Amazon Kinesis, CloudWatch, Salesforce Data Cloud, Digital Engagement, Experience Cloud, MuleSoft, workforce management, quality management, identity, analytics, large-scale transformations, and regulated-industry requirements.
- Preferred certifications include Salesforce Platform Administrator, Agentforce Service Consultant or Service Cloud Consultant, Agentforce Specialist, Application Architect, relevant AWS certifications, and Amazon Connect credentials.
Benefits
- Salesforce certification examination vouchers are provided.
- Dedicated time is provided for certification preparation and continued learning.
Categories
Solutions Engineering
About TELUS Digital
TELUS Digital is the in-house digital product and consulting arm of TELUS, one of Canada’s largest telecommunications providers. It designs and operates customer-facing platforms—mobile apps, websites, voice and chat interfaces—and enterprise services spanning cloud engineering, data/AI, digital marketing, QA, and operations modernization for TELUS lines of business and select partners. Headquartered in Vancouver with a distributed global team, it sits under TELUS’s public company umbrella (NYSE: TU, TSX: T).