Principal Consultant - Service Cloud Voice Architect

📋 Description

• Lead discovery workshops and business process reviews to understand customer service operations
• Serve as the lead solution architect for Service Cloud Voice and Salesforce Voice implementations
• Design scalable customer engagement architectures that support voice, chat, messaging, SMS, email
• Develop future-state contact center strategies and modernization roadmaps aligned with customer
• Architect interactive voice response, intelligent and skills-based routing, queue and capacity
• Design Salesforce and Amazon Connect solutions using relevant capabilities such as Agentforce

🎯 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
• Experience serving as a Solution Architect, Lead Consultant, Technical Architect, or equivalent
• Strong expertise in Salesforce Service Cloud or Agentforce Service and the business processes that
• Deep understanding of contact center architecture, voice and digital routing, interactive voice
• Hands-on architecture experience with Salesforce Voice and Amazon Connect integration patterns.

🎁 Benefits

• Salesforce certification examination vouchers
• Dedicated time for certification preparation and continued learning