telus-digital - Principal Consultant – Agentforce Voice / Service Cloud Voice / Amazon Connect Architect
Requirements
• 5+ years of Salesforce consulting and implementation experience. • 3+ years designing or implementing Service Cloud Voice, Amazon Connect, contact center, or customer service solutions. • Experience serving as a Solution Architect, Lead Consultant, Technical Architect, or equivalent customer-facing leadership role. • Strong expertise with Salesforce Service Cloud and customer service operations. • Deep understanding of contact center architecture, routing strategies, workforce optimization, omnichannel engagement, and customer experience design. • Experience architecting solutions leveraging Service Cloud Voice and Amazon Connect. • Experience leading client workshops, discovery sessions, and executive stakeholder discussions. • Strong understanding of Salesforce platform architecture, security, integration patterns, and governance. • Experience creating solution architecture diagrams, technical specifications, user stories, and implementation roadmaps. • Strong communication, consulting, presentation, and stakeholder management skills. • Ability to translate business requirements into scalable technical solutions and strategic transformation initiatives. • Experience with Salesforce Agentforce and AI-powered customer service solutions. • Experience with Amazon Connect, Amazon Lex, Contact Lens, AWS Lambda, and related AWS services. • Experience with Salesforce Digital Engagement. • Experience with Salesforce Experience Cloud. • Experience with MuleSoft or enterprise integration platforms. • Experience with Workforce Management (WFM) platforms and contact center analytics solutions. • Working knowledge of telecommunications technologies and voice architecture concepts including SIP, WebRTC, CTI, and telephony integrations. • Experience with outbound dialing, campaign management, proactive engagement, and customer outreach solutions. • Experience supporting large-scale contact center transformation programs. • Salesforce Certifications • Salesforce Certified Administrator • Salesforce Service Cloud Consultant • Salesforce AI Associate or AI Specialist • Salesforce Application Architect (Preferred) • Amazon Connect Certifications (Preferred) • Additional Salesforce certifications are highly desirable. • Leadership Competencies • Client Partnership — Builds trusted advisor relationships and helps customers navigate complex transformation initiatives. • Strategic Thinking — Develops scalable roadmaps and long-term customer experience strategies. • Innovation — Leverages emerging AI and automation technologies to drive measurable business outcomes. • Ownership — Takes accountability for solution quality, customer success, and delivery excellence. • Collaboration — Works effectively across business, operations, delivery, and executive leadership teams. • Character and Service — Demonstrates integrity, empathy, resilience, and a commitment to helping customers and colleagues succeed.
Responsibilities
• Lead discovery workshops and business process reviews to understand customer service operations, contact center requirements, customer journeys, and business objectives. • Serve as the lead solution architect for Agentforce Voice, Service Cloud Voice, and Amazon Connect implementations. • Design scalable omnichannel customer engagement architectures supporting voice, chat, SMS, email, social, and digital channels. • Develop future-state contact center strategies and modernization roadmaps aligned with business goals and customer experience objectives. • Architect intelligent routing, skills-based routing, workforce optimization, IVR, self-service, agent assist, and AI-driven customer service solutions. • Design and implement Service Cloud Voice, Amazon Connect, Agentforce, Amazon Lex, Contact Lens, and Digital Engagement solutions. • Define integration strategies between Salesforce and enterprise systems including CRM, telephony, workforce management, knowledge management, identity management, and analytics platforms. • Provide architectural oversight throughout the project lifecycle, including solution design, configuration guidance, testing strategy, deployment planning, and post-production optimization. • Lead technical design sessions and create architecture diagrams, solution documentation, technical specifications, and implementation roadmaps. • Support pre-sales activities including solution estimation, demonstrations, executive presentations, architecture reviews, and proposal development. • Partner with AI and Data teams to develop innovative customer engagement experiences leveraging Agentforce, Einstein AI, Data Cloud, generative AI, and conversational AI technologies. • Mentor consultants, developers, administrators, and solution architects while promoting delivery excellence and best practices. • Stay current on Salesforce, Amazon Connect, Agentforce, and AI platform innovations and advise clients on emerging capabilities and opportunities.
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