Principal Consultant – Agentforce Voice / Service Cloud Voice / Amazon Connect Architect

📋 Description

• Lead discovery workshops and process reviews
• Serve as lead architect for Agentforce Voice, Service Cloud Voice, and Amazon Connect
• Design scalable omnichannel architectures across voice, chat, SMS, email, social
• Create future-state contact center roadmaps aligned with goals
• Architect routing, WFM, IVR, self-service, agent assist, AI-driven CS
• Define integration strategies between Salesforce and enterprise systems

🎯 Requirements

• 5+ years Salesforce consulting/implementation
• 3+ years Service Cloud Voice and Amazon Connect design/implementation
• Led client workshops, discovery sessions, and executive stakeholder discussions
• Architect Salesforce Service Cloud and customer service operations
• Deep knowledge of contact center routing, workforce optimization, omnichannel
• Experience creating architecture diagrams, technical specifications, and roadmaps

🎁 Benefits

• Professional development with certification vouchers
• Dedicated time for certification prep and continuing education
• Mentorship of consultants and engineers
• Exposure to AI platform innovations