Principal Consultant – Agentforce Voice / Service Cloud Voice / Amazon Connect Architect
TELUS Digital1 day ago
Remote, United StatesSenior / Staff+
H1B Sponsor
Responsibilities
- Lead discovery workshops to understand customer service operations and requirements.
- Serve as the lead solution architect for Agentforce Voice and Service Cloud Voice implementations.
- Design scalable omnichannel customer engagement architectures.
- Develop future-state contact center strategies aligned with business goals.
- Architect intelligent routing and AI-driven customer service solutions.
- Define integration strategies between Salesforce and enterprise systems.
- Provide architectural oversight throughout the project lifecycle.
- Lead technical design sessions and create architecture documentation.
- Support pre-sales activities including solution estimation and proposal development.
- Partner with AI and Data teams to develop innovative customer engagement experiences.
- Mentor consultants and promote delivery excellence.
Requirements
- 5+ years of Salesforce consulting and implementation experience.
- 3+ years designing or implementing Service Cloud Voice or Amazon Connect solutions.
- Experience as a Solution Architect or equivalent customer-facing leadership role.
- Strong expertise with Salesforce Service Cloud and customer service operations.
- Deep understanding of contact center architecture and customer experience design.
- Experience leading client workshops and executive stakeholder discussions.
- Strong understanding of Salesforce platform architecture and integration patterns.
- Experience creating solution architecture diagrams and implementation roadmaps.
- Strong communication, consulting, and stakeholder management skills.
- Ability to translate business requirements into scalable technical solutions.
Benefits
- Investment in professional development and Salesforce certification preparation.