Principal Consultant - Service Cloud Voice Architect
TELUS Digital · Remote · Remote, US ·
COMPENSATION
$100k – $190k
Listed on the employer's job board (Ashby)
- Fully remote
- Principal Consultant level
- Salesforce + AWS
- Contact Center Architecture
- Certification support
As a Principal Consultant, you will lead the architecture and delivery of Service Cloud Voice solutions for enterprise clients. You will design connected contact center experiences across voice, digital channels, data, and AI, ensuring scalability and security. This role acts as a trusted advisor, guiding clients through modernization while supporting pre-sales and team mentorship within the Salesforce Practice.
What you'll do
- Lead discovery workshops to map customer service operations and business objectives
- Architect scalable engagement models for voice, chat, SMS, and social channels
- Design integration patterns between Salesforce, telephony, and enterprise systems
- Define nonfunctional requirements for performance, security, and disaster recovery
- Provide architectural oversight from design through production optimization
- Support pre-sales activities including estimation, demos, and proposals
- Mentor consultants and developers on best practices and reusable patterns
What you'll need
- At least five years of Salesforce consulting or architecture experience
- Three plus years designing Service Cloud Voice or Amazon Connect solutions
- Proven experience as a Solution Architect or Lead Consultant
- Deep expertise in contact center routing, IVR, and workforce optimization
- Hands-on knowledge of SIP, WebRTC, CTI, and voice technologies
- Strong understanding of Salesforce security, governance, and release management
- Ability to translate business needs into technical roadmaps and specifications
Nice to have
- Experience with Agentforce, conversational AI, or generative AI solutions
- Proficiency with AWS services like Lex, Lambda, and Contact Lens
- Knowledge of MuleSoft or other API management platforms
- Experience with large-scale contact center migrations or multi-region deployments
- Understanding of regulated industry privacy and recording requirements
- Salesforce Certified Application Architect or Platform Administrator
- Relevant AWS certifications or Amazon Connect delivery credentials
Stack
- Salesforce Service Cloud
- Service Cloud Voice
- Amazon Connect
- Agentforce
- AWS Lambda
- Amazon Lex
- Data Cloud
- MuleSoft
What you get
- Support for Salesforce certification examination vouchers
- Dedicated time for certification preparation and learning
- Inclusive and diverse workplace culture
- Professional development opportunities