Salesforce Service Cloud Voice Architect
3B Staffing LLC
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.
- 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.
Vacancy posted 1 day ago
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