Principal Consultant - Service Cloud Voice Architect
Core
Lead architecture and delivery of enterprise Service Cloud Voice solutions, designing connected contact center experiences across Salesforce Voice, Amazon Connect, digital channels, data, and AI.
Role type
Principal Consultant / Solution Architect
Builds
Scalable customer engagement architectures, future-state contact center strategies, and modernization roadmaps for enterprise clients.
Domain
Contact Center / Customer Experience / Cloud Telephony
Required skills
Salesforce Service Cloud architecture, Amazon Connect design, contact center routing strategies, telephony technologies (SIP, WebRTC, CTI), Salesforce platform security and governance, solution architecture documentation, stakeholder management, team mentorship, pre-sales solutioning, AI integration patterns.
Preferred skills
Agentforce and generative AI implementation, AWS services (Lex, Lambda, Kinesis, CloudWatch), Salesforce Data Cloud, MuleSoft integration, workforce management systems, regulated-industry compliance knowledge.
Technologies
Salesforce, Amazon Connect, Amazon Lex, AWS Lambda, AWS Kinesis, CloudWatch, MuleSoft, Data Cloud, Agentforce
Responsibilities
Lead discovery workshops and business process reviews; design scalable multi-channel engagement architectures; define integration patterns between Salesforce and telephony/workforce systems; provide architectural oversight through delivery lifecycle; support pre-sales activities including solution estimation and executive presentations; mentor consultants and developers.
Seniority
Principal, hands-on IC with strategic advisory
