Salesforce Solution Architect, Service Cloud Voice
NeuraFlash, Part of Accenture4 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.
Requirements
- 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.
Benefits
- 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.
Categories
Solutions Engineering
About NeuraFlash, Part of Accenture
NeuraFlash, part of Accenture, builds AI-powered customer engagement solutions and apps on Salesforce and AWS for enterprises, including contact centers and sales/service automation. The company provides consulting, implementations, and ISV products around Agentforce, Amazon Connect, Service/Revenue Cloud, CPQ, and Field Service. Founded in 2016 and headquartered in Burlington, Massachusetts, it operates as an Accenture-owned specialist focused on conversational AI, analytics, and workflow automation.