Principal Consultant – Service Cloud Voice Architect

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $100k - $190k / year

⏰ Full Time

🔴 Lead

☁️ Cloud Engineer

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TELUS Digital

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

TELUS Digital is an award-winning digital consultancy that combines human-centered design, software engineering, data science and generative AI to create AI‑fueled digital experiences and platforms for global brands. The company provides services in experience strategy, UX research and design, engineering and architecture, data science and engineering, digital marketing, and product/project delivery, and operates Fuel iX™, an enterprise-focused generative AI engine to help businesses move AI initiatives into production. TELUS Digital emphasizes a collaborative culture, global hiring, and accessibility in its hiring practices.

📋 Description

• 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

🎯 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 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

🏖️ Benefits

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