Salesforce Service Cloud Voice Architect

Salesforce Service Cloud Voice Architect

Our client is seeking a hands-on Salesforce Service Cloud Voice Architect to lead the design, implementation, and delivery of scalable voice solutions within Salesforce Service Cloud. This role is ideal for a technical leader with deep contact center expertise who enjoys owning end-to-end architecture and partnering closely with cross-functional teams to bring high-impact customer experience solutions to life.

Location: 100% Remote (U.S. based)

What You'll Do:

• Architect, build, and deliver Salesforce Service Cloud Voice solutions from concept through production launch, supporting high-volume, multi-channel contact center environments.
• Lead voice routing, Omni-Channel configuration, CTI integrations, IVR design, and call flow optimization.
• Design and implement integrations between Salesforce and enterprise telephony platforms to support scalable and reliable voice operations.
• Partner with Product, CX, Engineering, Security, and Operations teams to translate business requirements into robust Salesforce architectures.
• Drive post-launch optimization using analytics, reporting, and AI-driven capabilities to improve agent productivity and customer experience metrics.

What Gets You the Job:

• 7+ years of Salesforce experience with deep expertise in Service Cloud and Service Cloud Voice implementations.
• Proven experience architecting and launching Service Cloud Voice solutions in production, customer-facing environments.
• Strong hands-on experience integrating Salesforce with enterprise contact center or telephony platforms.
• Deep understanding of contact center concepts including Omni-Channel routing, IVR design, voice concurrency, SLAs, and KPIs.
• Ability to communicate complex technical designs clearly to both technical and non-technical stakeholders.