Principal Consultant - Service Cloud Voice Architect

The role

The Principal Consultant will lead the architecture and delivery of enterprise Service Cloud Voice solutions. This role involves designing connected contact center experiences across Salesforce Voice, Amazon Connect, digital channels, data, AI, and supporting enterprise systems.

What you will do

• Lead discovery workshops and business process reviews.
• Serve as the lead solution architect for Service Cloud Voice and Salesforce Voice implementations.
• Design scalable customer engagement architectures for voice and digital channels.
• Develop future-state contact center strategies and modernization roadmaps.
• Architect IVR, routing, queue models, self-service, and agent assist capabilities.
• Design Salesforce and Amazon Connect solutions using Agentforce, Amazon Lex, and Data Cloud.
• Define integration patterns between Salesforce and telephony, WFM, and enterprise platforms.
• Apply Salesforce security, identity, governance, and release-management standards.
• Provide architectural oversight throughout the delivery lifecycle.
• Lead technical design sessions and produce architecture diagrams and documentation.

Required qualifications

• 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 business processes.
• Deep understanding of contact center architecture, voice and digital routing, IVR, queue design, and customer experience design.
• Hands-on architecture experience with Salesforce Voice and Amazon Connect integration patterns.
• Working knowledge of telephony and voice technologies including SIP, WebRTC, CTI, and call flows.
• Strong understanding of Salesforce platform architecture, security, integration, and governance.
• Experience leading discovery workshops, design sessions, and executive stakeholder discussions.
• Experience creating solution architecture diagrams, technical specifications, and implementation roadmaps.
• Ability to translate business requirements into scalable technical solutions.
• Strong communication, consulting, presentation, stakeholder management, and team leadership skills.

Nice to have

• Experience designing Agentforce or other AI-powered customer service and agent-assist solutions.
• Experience with Amazon Connect, Amazon Lex, Contact Lens, AWS Lambda, Amazon Kinesis, and CloudWatch.
• Experience with Salesforce Data Cloud, Digital Engagement, Experience Cloud, knowledge, and customer service analytics.
• Experience with MuleSoft or other enterprise integration and API-management platforms.
• Experience integrating workforce management, quality management, identity, knowledge, analytics, payment, or customer data platforms.
• Experience with outbound dialing, campaign management, proactive engagement, consent, and customer outreach solutions.
• Experience supporting large-scale contact center transformations, complex migrations, or multi-region deployments.
• Understanding of regulated-industry requirements related to privacy, recording, retention, accessibility, and customer communications.
• Experience estimating and shaping consulting engagements.
• Salesforce Certified Platform Administrator.

Benefits

• Supports Salesforce certification examination vouchers.
• Provides dedicated time for certification preparation and continued learning.

About the company

TELUS Digital's Salesforce Practice is seeking a Principal Consultant to lead the architecture and delivery of enterprise Service Cloud Voice solutions.