Telus Digital

Principal Consultant – Agentforce Voice / Service Cloud Voice / Amazon Connect Architect

Remote, US · Principal

Sponsorship not specifiedDetected 19 days ago

AWSLLMsStakeholder ManagementSalesforceCRMOutbound SalesCustomer SuccessCustomer SupportVoIPLeadershipCommunicationCollaborationPublic Speaking

About the role

As a trusted advisor to clients, you will guide organizations through contact center modernization initiatives, AI adoption strategies, omnichannel transformation programs, and customer experience optimization efforts.
Our Salesforce Practice invests heavily in professional development, covering Salesforce certification examination vouchers and providing dedicated time for certification preparation and continued learning.
Architect intelligent routing, skills-based routing, workforce optimization, IVR, self-service, agent assist, and AI-driven customer service solutions.

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.
Design and implement Service Cloud Voice, Amazon Connect, Agentforce, Amazon Lex, Contact Lens, and Digital Engagement solutions.
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.

5+ years of Salesforce consulting and implementation experience.
3+ years designing or implementing Service Cloud Voice, Amazon Connect, contact center, or customer service solutions.
Strong expertise with Salesforce Service Cloud and customer service operations.
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.
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.

This listing is sourced directly from Telus Digital's careers page and normalized into a canonical job model.