Principal Consultant – Service Cloud Voice Architect

TELUS Digital

. Lead discovery workshops and business process reviews for customer service operations, contact center requirements, customer journeys, channel strategy, and business objectives .

Posted 10/7/2026full-timeRemote • United StatesLead💰 $100,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Salesforce Service Cloud and Amazon Connect solutions, with a strong focus on contact center architecture, customer engagement strategies, and scalable technical solutions. Proven ability to lead discovery workshops, design sessions, and mentor teams while ensuring compliance and quality management across implementations.

Highest-signal resume keywords

Salesforce Service Cloud ExpertiseAmazon Connect IntegrationContact Center Architecture DesignSolution Architecture DevelopmentStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Salesforce ConsultingService Cloud Voice ImplementationIVR DesignQueue DesignSIP KnowledgeWebRTC UnderstandingCTI ExperienceData IntegrationArchitecture Diagram CreationNonfunctional Requirements Definition

Soft Skills

Communication SkillsConsulting SkillsPresentation SkillsTeam LeadershipStakeholder Engagement

Tools & Technologies

AgentforceAmazon LexContact LensAWS LambdaSalesforce Data CloudDigital EngagementMuleSoftCloudWatchAnalytics ToolsWorkforce Management Systems

Certifications & Qualifications

Salesforce Platform AdministratorAgentforce Service ConsultantService Cloud ConsultantAgentforce SpecialistApplication Architect

Industry Keywords

Contact Center SolutionsCustomer Experience DesignQuality ManagementRegulated Industry RequirementsEnterprise Integration

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

Lead discovery workshops and business process reviews for customer service operations, contact center requirements, customer journeys, channel strategy, and business objectives
Serve as 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 across voice, chat, messaging, SMS, email, social, and other digital channels
Develop contact center modernization strategies and roadmaps
Architect IVR, 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 Agentforce, Amazon Lex, Contact Lens, AWS Lambda, Digital Engagement, Data Cloud, knowledge, and analytics
Define integrations with telephony, workforce management, identity, knowledge, case management, CRM, data, reporting, and enterprise platforms
Apply Salesforce security, sharing, identity, governance, environment, and release-management standards
Provide architectural oversight across design, configuration, build reviews, testing, deployment, cutover, and post-production optimization
Lead technical design sessions and produce architecture diagrams, decision records, interface specifications, implementation roadmaps, and delivery documentation
Define nonfunctional requirements for availability, resiliency, performance, call quality, scalability, privacy, compliance, observability, and disaster recovery
Partner with AI and data teams on Agentforce, conversational AI, generative AI, Data Cloud, and trusted enterprise data experiences
Support pre-sales discovery, estimation, demonstrations, executive presentations, architecture reviews, proposals, and statements of work
Mentor consultants, developers, administrators, and architects; establish reusable patterns and consistent delivery practices
Evaluate Salesforce, AWS, and contact center product updates and advise clients on capabilities, adoption timing, and implementation impact

Requirements

What you’ll need

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 customer service operations processes
Deep understanding of contact center architecture, voice and digital routing, IVR, 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 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: experience with Agentforce, Amazon Connect, Amazon Lex, Contact Lens, AWS Lambda, Amazon Kinesis, CloudWatch, Salesforce Data Cloud, Digital Engagement, Experience Cloud, knowledge, analytics, MuleSoft, enterprise integration/API-management platforms, workforce management, quality management, identity, payment, customer data platforms, outbound dialing, campaign management, proactive engagement, consent, customer outreach, large-scale transformations, complex migrations, multi-region deployments, regulated-industry requirements, and consulting engagement estimation
Preferred certifications include Salesforce Platform Administrator, Agentforce Service Consultant or Service Cloud Consultant, Agentforce Specialist, Application Architect, relevant AWS certifications, and additional Salesforce certifications

Benefits

Comp & perks

Salesforce certification examination vouchers
Dedicated time for certification preparation and continued learning