Principal Consultant – Service Cloud Voice Architect

🕒 Outubro 7

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $100.000 - $190.000 / ano

⏰ Tempo Integral

🔴 Especialista

☁️ Engenheiro de Cloud

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TELUS Digital

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💼 Consultoria

📣 Marketing

📦 Logística

Consulting • Marketing • Logistics

A TELUS Digital é uma consultoria digital premiada que combina design centrado no ser humano, engenharia de software, ciência de dados e IA generativa para criar experiências e plataformas digitais impulsionadas por IA para marcas globais. A empresa oferece serviços de estratégia de experiência, pesquisa e design de UX, engenharia e arquitetura, ciência e engenharia de dados, marketing digital e entrega de produtos/projetos, e opera o Fuel iX™, um motor de IA generativa focado em empresas para ajudar negócios a mover iniciativas de IA para produção. A TELUS Digital enfatiza uma cultura colaborativa, contratação global e acessibilidade em suas práticas de contratação.

Descrição

• Lead discovery workshops and business process reviews for customer service operations, contact center requirements, customer journeys, channel strategy, and business objectives • Serve as 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 across voice, chat, messaging, SMS, email, social, and other digital channels • Develop contact center modernization strategies and roadmaps • Architect IVR, 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 Agentforce, Amazon Lex, Contact Lens, AWS Lambda, Digital Engagement, Data Cloud, knowledge, and analytics • Define integrations with telephony, workforce management, identity, knowledge, case management, CRM, data, reporting, and enterprise platforms • Apply Salesforce security, sharing, identity, governance, environment, and release-management standards • Provide architectural oversight across design, configuration, build reviews, testing, deployment, cutover, and post-production optimization • Lead technical design sessions and produce architecture diagrams, decision records, interface specifications, implementation roadmaps, and delivery documentation • Define nonfunctional requirements for availability, resiliency, performance, call quality, scalability, privacy, compliance, observability, and disaster recovery • Partner with AI and data teams on Agentforce, conversational AI, generative AI, Data Cloud, and trusted enterprise data experiences • Support pre-sales discovery, estimation, demonstrations, executive presentations, architecture reviews, proposals, and statements of work • Mentor consultants, developers, administrators, and architects; establish reusable patterns and consistent delivery practices • Evaluate Salesforce, AWS, and contact center product updates and advise clients on capabilities, adoption timing, and implementation impact

🎯 Requisitos

• 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 customer service operations processes • Deep understanding of contact center architecture, voice and digital routing, IVR, 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 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 • Preferred: experience with Agentforce, Amazon Connect, Amazon Lex, Contact Lens, AWS Lambda, Amazon Kinesis, CloudWatch, Salesforce Data Cloud, Digital Engagement, Experience Cloud, knowledge, analytics, MuleSoft, enterprise integration/API-management platforms, workforce management, quality management, identity, payment, customer data platforms, outbound dialing, campaign management, proactive engagement, consent, customer outreach, large-scale transformations, complex migrations, multi-region deployments, regulated-industry requirements, and consulting engagement estimation • Preferred certifications include Salesforce Platform Administrator, Agentforce Service Consultant or Service Cloud Consultant, Agentforce Specialist, Application Architect, relevant AWS certifications, and additional Salesforce certifications

🏖️ Benefícios

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

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