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

Role Overview

• Lead discovery workshops and business process reviews to understand customer service operations, contact center requirements, customer journeys, and business objectives.
• Serve as the lead solution architect for Agentforce Voice, Service Cloud Voice, and Amazon Connect implementations.
• Design scalable omnichannel customer engagement architectures supporting voice, chat, SMS, email, social, and digital channels.
• Develop future-state contact center strategies and modernization roadmaps aligned with business goals and customer experience objectives.
• Architect intelligent routing, skills-based routing, workforce optimization, IVR, self-service, agent assist, and AI-driven customer service solutions.
• Design and implement Service Cloud Voice, Amazon Connect, Agentforce, Amazon Lex, Contact Lens, and Digital Engagement solutions.
• Define integration strategies between Salesforce and enterprise systems including CRM, telephony, workforce management, knowledge management, identity management, and analytics platforms.
• Provide architectural oversight throughout the project lifecycle, including solution design, configuration guidance, testing strategy, deployment planning, and post-production optimization.
• Lead technical design sessions and create architecture diagrams, solution documentation, technical specifications, and implementation roadmaps.
• Support pre-sales activities including solution estimation, demonstrations, executive presentations, architecture reviews, and proposal development.
• Partner with AI and Data teams to develop innovative customer engagement experiences leveraging Agentforce, Einstein AI, Data Cloud, generative AI, and conversational AI technologies.
• Mentor consultants, developers, administrators, and solution architects while promoting delivery excellence and best practices.
• Stay current on Salesforce, Amazon Connect, Agentforce, and AI platform innovations and advise clients on emerging capabilities and opportunities.

Requirements

• 5+ years of Salesforce consulting and implementation experience.
• 3+ years designing or implementing Service Cloud Voice, Amazon Connect, contact center, or customer service solutions.
• Experience serving as a Solution Architect, Lead Consultant, Technical Architect, or equivalent customer-facing leadership role.
• Strong expertise with Salesforce Service Cloud and customer service operations.
• Deep understanding of contact center architecture, routing strategies, workforce optimization, omnichannel engagement, and customer experience design.
• Experience architecting solutions leveraging Service Cloud Voice and Amazon Connect.
• Experience leading client workshops, discovery sessions, and executive stakeholder discussions.
• Strong understanding of Salesforce platform architecture, security, integration patterns, and governance.
• Experience creating solution architecture diagrams, technical specifications, user stories, and implementation roadmaps.
• Strong communication, consulting, presentation, and stakeholder management skills.
• Ability to translate business requirements into scalable technical solutions and strategic transformation initiatives.

Tech Stack

• Cloud

Benefits

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