Salesforce Solution Architect, Service Cloud Voice
Core
Design, develop, QA, and launch Salesforce Service Cloud Voice and Amazon Connect solutions to revolutionize contact center workflows and elevate customer experiences.
Role type
Solution Architect (Service Cloud Voice & Contact Center)
Builds
Contact center solutions integrating Salesforce Service Cloud Voice, Amazon Connect, and AI agents
Domain
Customer Service / Contact Center / Cloud Computing
Deliverable
production ML models | product features | infrastructure
Required skills
Salesforce Service Cloud Voice, Amazon Connect, Contact Center Design, Visual Flows, Process Builder, Release Management, Application Lifecycle Management, Enterprise Application Architecture
Preferred skills
Salesforce Certifications (Service Cloud, Experience Cloud, Sales Cloud), VoIP protocols (SIP, WebRTC), Workforce Management, Outbound Dialers
Technologies
Salesforce, Amazon Connect, Agentforce, Einstein, Visual Flows, Process Builder
Responsibilities
Facilitate business process reviews to identify customer requirements; Translate requirements into contact center design; Configure Salesforce Service Cloud Voice and Amazon Connect; Develop technical requirements and specifications; Drive best practice contact center design; Manage project aspects and customer communications; Deliver end user training and documentation; Lead vision and strategy discussions with leadership; Architect and build best-in-class implementations of Service Cloud.
Seniority
Mid-Senior, hands-on IC
