telus-digital - Principal Consultant - Service Cloud Voice Architect
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 serving as a Solution Architect, Lead Consultant, Technical Architect, or equivalent client-facing delivery leader. • Strong expertise in Salesforce Service Cloud or Agentforce Service and the business processes that support customer service operations. • Deep understanding of contact center architecture, voice and digital routing, interactive voice response, queue design, workforce optimization, quality management, and customer experience design. • Hands-on architecture experience with Salesforce Voice and Amazon Connect integration patterns. • Working knowledge of telephony and voice technologies, including 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 discovery workshops, design sessions, executive stakeholder discussions, and architecture reviews. • Experience creating solution architecture diagrams, technical specifications, user stories, estimates, test strategies, and implementation roadmaps. • Ability to translate business requirements into scalable technical solutions and phased transformation plans. • Strong communication, consulting, presentation, stakeholder management, and team leadership skills. • Experience designing Agentforce or other AI-powered customer service and agent-assist solutions. • Experience with Amazon Connect, Amazon Lex, Contact Lens, AWS Lambda, Amazon Kinesis, CloudWatch, and related AWS services. • Experience with Salesforce Data Cloud, Digital Engagement, Experience Cloud, knowledge, and customer service analytics. • Experience with MuleSoft or other enterprise integration and API-management platforms. • Experience integrating workforce management, quality management, identity, knowledge, analytics, payment, or customer data platforms. • Experience with outbound dialing, campaign management, proactive engagement, consent, and customer outreach solutions. • Experience supporting large-scale contact center transformations, complex migrations, or multi-region deployments. • Understanding of regulated-industry requirements related to privacy, recording, retention, accessibility, and customer communications. • Experience estimating and shaping consulting engagements, including assumptions, dependencies, staffing models, and delivery risk. • Preferred Certifications • Salesforce Certified Platform Administrator. • Salesforce Certified Agentforce Service Consultant or Salesforce Service Cloud Consultant. • Salesforce Certified Agentforce Specialist. • Salesforce Certified Application Architect. • Relevant AWS certifications or demonstrated Amazon Connect delivery credentials. • Additional Salesforce architecture, integration, data, or industry certifications. • Leadership Competencies • Client partnership: Builds trusted advisor relationships and helps clients navigate complex transformation decisions. • Strategic thinking: Creates practical roadmaps that connect contact center investments to customer and operational outcomes. • Innovation: Applies AI, automation, and platform capabilities where they solve a defined customer or business need. • Ownership: Takes accountability for solution quality, delivery decisions, risks, and client success. • Collaboration: Works effectively across business, operations, architecture, engineering, delivery, and executive teams. • Character and service: Demonstrates integrity, empathy, sound judgment, resilience, and a commitment to helping clients and colleagues succeed.
Responsibilities
• Lead discovery workshops and business process reviews to understand customer service operations, contact center requirements, customer journeys, channel strategy, and business objectives. • Serve as the lead solution architect for Service Cloud Voice and Salesforce Voice implementations, including Partner Contact Center and Amazon Connect delivery models. • Design scalable customer engagement architectures that support voice, chat, messaging, SMS, email, social, and other digital channels. • Develop future-state contact center strategies and modernization roadmaps aligned with customer experience goals, operating models, and technology constraints. • Architect interactive voice response, intelligent and skills-based routing, queue and capacity models, self-service, agent assist, supervisor experiences, recording, transcription, and quality-management capabilities. • Design Salesforce and Amazon Connect solutions using relevant capabilities such as Agentforce, Amazon Lex, Contact Lens, AWS Lambda, Digital Engagement, Data Cloud, knowledge, and analytics. • Define integration patterns between Salesforce and telephony, workforce management, identity, knowledge, case management, CRM, data, reporting, and enterprise platforms. • Apply Salesforce security, sharing, identity, governance, environment, and release-management standards to voice and contact center solutions. • Provide architectural oversight throughout the delivery lifecycle, including design, configuration guidance, build reviews, testing strategy, deployment planning, cutover, and post-production optimization. • Lead technical design sessions and produce architecture diagrams, decision records, interface specifications, implementation roadmaps, and other delivery documentation. • Define nonfunctional requirements for availability, resiliency, performance, call quality, scalability, privacy, compliance, observability, and disaster recovery. • Partner with AI and data teams to design customer and agent experiences that use Agentforce, conversational AI, generative AI, Data Cloud, and trusted enterprise data. • Support pre-sales activities, including discovery, solution estimation, demonstrations, executive presentations, architecture reviews, proposals, and statements of work. • Mentor consultants, developers, administrators, and architects while establishing reusable patterns and promoting consistent delivery practices. • Evaluate Salesforce, AWS, and contact center product updates and advise clients on relevant capabilities, adoption timing, and implementation impact.
Benefits
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