Note: The job is a remote job and is open to candidates in USA. TELUS Digital Salesforce Practice is seeking a Principal Consultant – Agentforce Voice / Service Cloud Voice / Amazon Connect Architect to lead the design and delivery of next-generation AI-powered customer engagement and contact center solutions. This role is responsible for architecting enterprise-scale customer service experiences that leverage Salesforce Agentforce, Service Cloud Voice, Amazon Connect, and related technologies to improve customer satisfaction and operational efficiency.
Responsibilities
- 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
Skills
- 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
- Experience with Salesforce Agentforce and AI-powered customer service solutions
- Experience with Amazon Connect, Amazon Lex, Contact Lens, AWS Lambda, and related AWS services
- Experience with Salesforce Data Cloud
- Experience with Salesforce Digital Engagement
- Experience with Salesforce Experience Cloud
- Experience with MuleSoft or enterprise integration platforms
- Experience with Workforce Management (WFM) platforms and contact center analytics solutions
- Working knowledge of telecommunications technologies and voice architecture concepts including SIP, WebRTC, CTI, and telephony integrations
- Experience with outbound dialing, campaign management, proactive engagement, and customer outreach solutions
- Experience supporting large-scale contact center transformation programs
- Salesforce Certifications
- Salesforce Certified Administrator
- Salesforce Service Cloud Consultant
- Salesforce AI Associate or AI Specialist
- Salesforce Application Architect (Preferred)
- Amazon Connect Certifications (Preferred)
- Additional Salesforce certifications are highly desirable
Benefits
- Our Salesforce Practice invests heavily in professional development, covering Salesforce certification examination vouchers and providing dedicated time for certification preparation and continued learning.
Company Overview
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