Salesforce Solution Architect, Service Cloud Voice

2 months ago

Remote, CanadaMid Level / Senior

Responsibilities

Facilitate business process reviews and discovery sessions to identify customer requirements and processes.
Design contact center solutions using Salesforce Service Cloud Voice and Amazon Connect best practices.
Configure Salesforce solutions using platform tools including Process Builder and Visual Flows.
Develop technical requirements and specifications for customers and technical delivery teams.
Architect and build scalable Salesforce Service Cloud implementations and contact center routing strategies.
Manage project activities, customer communications, delivery ownership, and enterprise-level implementations.
Lead vision and strategy discussions with contact center and customer service leadership.
Deliver customer training and documentation.
Partner with the Artificial Intelligence team to create innovative Salesforce solutions.
Stay current with Salesforce features and major product launches.

3-5+ years of project experience in a hands-on position.
At least 3 years of Salesforce development or configuration experience.
Understanding of customer service and contact center operations, including complex use cases.
Strong understanding of Salesforce Platform architecture.
Experience building custom applications, Lightning Experience, Visual Flows, and Process Builders in Salesforce.
Understanding of release management, application lifecycle management, development lifecycles, deployment best practices, and governance.
Client-facing experience with pre-sales, project ownership, discovery and design, solution options, and enterprise application architecture.
Salesforce certifications are preferred, especially Service Cloud, Experience Cloud, or Sales Cloud certifications.
Contact center architecture knowledge and Amazon Connect experience are preferred.
Working knowledge of SIP or WebRTC, workforce management solutions, outbound dialers, or campaign management is a plus.

Remote and in-person work options are available, including headquarters and regional hubs.
Certain roles may require up to 25% travel.
Flexible scheduling and a culture focused on outcomes rather than fixed working hours.
Collaborative environment with opportunities to contribute feedback to leadership.
Company team events and celebrations.

501-1,000 employees