Solution Consulting Director

Job not on LinkedIn

🕒 October 9

🏄 California, Washington – Remote

🏄 California – Remote ☕ Washington – Remote

💵 $171.2k - $273k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Salesforce

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1999

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Salesforce is a leading cloud-based software company that provides a comprehensive customer relationship management (CRM) platform. The platform connects all company data and teams on an integrated, AI-driven system to improve sales, customer service, and marketing efforts. Salesforce offers scalable solutions for businesses of all sizes, including small and medium enterprises, and provides industry-specific solutions to modernize operations, save time, and reduce costs. Salesforce also offers educational resources through Trailhead and a wide selection of apps on AppExchange to extend its CRM capabilities.

📋 Description

• Serve as a trusted advisor to clients and provide architectural leadership for scalable voice workflows, CTI integrations, and real-time media/data flows • Guide customers and colleagues in deploying Agentforce, Einstein Conversation Insights, Conversational IVR, and speech analytics • Design and oversee integration of enterprise CCaaS platforms with Salesforce, including SIP trunking, WebRTC, carrier connectivity, and network latency optimization • Identify and manage risks on high-profile engagements • Resolve complex telephony routing and integration issues • Manage customer expectations and negotiate solutions with customers and third-party voice vendors or partners • Review and correct project or program direction, approach, and key artifacts such as dial plan designs, routing logic, and data models • Lead internal strategic initiatives to grow the consulting practice • Contribute to the community knowledge base, technical assets, and reference architectures for voice deployments • Mentor and develop talent • Facilitate and present technical concepts to stakeholders

🎯 Requirements

• 10+ years of enterprise architecture or consulting experience • At least 5 years of dedicated, hands-on experience in Contact Center, CCaaS, or Voice technologies • Deep technical expertise in Partner Contact Center and at least one leading telephony platform, such as Amazon Connect, Genesys Cloud, or Five9 • Extensive knowledge of PBX, ACD, IVR, SIP, WebRTC, CTI protocols, softphones, and real-time media streaming • Ability to design complex contact routing strategies, queue management, and omnichannel agent experiences using Salesforce Omni-Channel and voice vendor routing engines • Strong application design skills and knowledge of REST/SOAP APIs and event-driven architectures • Ability to learn and apply new concepts in Voice AI and Natural Language Understanding (NLU) • Strong written and verbal communication skills • Bachelor's degree in Computer Science, Engineering, or a related quantitative discipline is preferred; equivalent demonstrable work experience in lieu of a degree will be considered • Salesforce certifications and vendor certifications are preferred • Experience implementing Amazon Connect and contact center technology across industries • Experience integrating conversational AI and voice bots, such as Amazon Lex or Google Dialogflow • Understanding of contact center compliance, security standards, and data residency considerations • Experience leading a technical team or workstream • Ability to build and maintain relationships with C-level executives and senior technology leaders • Travel may be required depending on client requirements

🏖️ Benefits

• Time off programs • Medical insurance • Dental insurance • Vision insurance • Mental health support • Paid parental leave • Life insurance • Disability insurance • 401(k) • Employee stock purchasing program • Incentive compensation may be available for eligible roles • Equity may be available for eligible roles • Reasonable accommodation during the application or recruiting process