Principal Consultant - Service Cloud Voice Architect

Job description

**Role** Service Cloud Voice Architect **Title** Principal Consultant **Industry** Cross Industry **What Is the Role** TELUS Digital's Salesforce Practice is seeking a Principal Consultant to lead the architecture and delivery of enterprise Service Cloud Voice solutions. This role will design connected contact center experiences across Salesforce Voice, Amazon Connect, digital channels, data, AI, and supporting enterprise systems. The architect will guide clients through contact center modernization, omnichannel transformation, and AI adoption while ensuring that solutions are scalable, secure, supportable, and aligned with measurable business outcomes. As a trusted advisor, the Principal Consultant will work with business leaders, customer service operations, contact center teams, and technical delivery resources from discovery through production optimization. The role also supports solution development, pre-sales, team mentorship, and the continued growth of the Salesforce Practice's voice and contact center capabilities. Our Salesforce Practice invests in professional development by supporting Salesforce certification examination vouchers and providing dedicated time for certification preparation and continued learning. **Responsibilities** - Lead discovery workshops and business process reviews to understand customer service operations, contact center requirements, customer journeys, channel strategy, and business objectives. - Serve as the 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 that support voice, chat, messaging, SMS, email, social, and other digital channels. - Develop future-state contact center strategies and modernization roadmaps aligned with customer experience goals, operating models, and technology constraints. - Architect interactive voice response, 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 relevant capabilities such as Agentforce, Amazon Lex, Contact Lens, AWS Lambda, Digital Engagement, Data Cloud, knowledge, and analytics. - Define integration patterns between Salesforce and telephony, workforce management, identity, knowledge, case management, CRM, data, reporting, and enterprise platforms. - Apply Salesforce security, sharing, identity, governance, environment, and release-management standards to voice and contact center solutions. - Provide architectural oversight throughout the delivery lifecycle, including design, configuration guidance, build reviews, testing strategy, deployment planning, cutover, and post-production optimization. - Lead technical design sessions and produce architecture diagrams, decision records, interface specifications, implementation roadmaps, and other delivery documentation. - Define nonfunctional requirements for availability, resiliency, performance, call quality, scalability, privacy, compliance, observability, and disaster recovery. - Partner with AI and data teams to design customer and agent experiences that use Agentforce, conversational AI, generative AI, Data Cloud, and trusted enterprise data. - Support pre-sales activities, including discovery, solution estimation, demonstrations, executive presentations, architecture reviews, proposals, and statements of work. - Mentor consultants, developers, administrators, and architects while establishing reusable patterns and promoting consistent delivery practices. - Evaluate Salesforce, AWS, and contact center product updates and advise clients on relevant capabilities, adoption timing, and implementation impact. **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 the business processes that support customer service operations. - Deep understanding of contact center architecture, voice and digital routing, interactive voice response, 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 telephony and voice technologies, including 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 Qualifications** - 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, CloudWatch, and related AWS services. - 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, including assumptions, dependencies, staffing models, and delivery risk. **Preferred Certifications** - Salesforce Certified Platform Administrator. - Salesforce Certified Agentforce Service Consultant or Salesforce Service Cloud Consultant. - Salesforce Certified Agentforce Specialist. - Salesforce Certified Application Architect. - Relevant AWS certifications or demonstrated Amazon Connect delivery credentials. - Additional Salesforce architecture, integration, data, or industry certifications. **Leadership Competencies** - Client partnership: Builds trusted advisor relationships and helps clients navigate complex transformation decisions. - Strategic thinking: Creates practical roadmaps that connect contact center investments to customer and operational outcomes. - Innovation: Applies AI, automation, and platform capabilities where they solve a defined customer or business need. - Ownership: Takes accountability for solution quality, delivery decisions, risks, and client success. - Collaboration: Works effectively across business, operations, architecture, engineering, delivery, and executive teams. - Character and service: Demonstrates integrity, empathy, sound judgment, resilience, and a commitment to helping clients and colleagues succeed. **Equal Opportunity Employer** *At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.* We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our [Privacy Policy](https://jobs.telusdigital.com/pages/applicant-privacy-notice).