Principal Consultant - Service Cloud Voice Architect

Role Service Cloud Voice Architect Title Principal Consultant Industry Cross Industry What Is the Role TELUS Digital's Salesforce Practice is seeking a Principal Consultant to lead the architecture and delivery of enterprise Service Cloud Voice solutions. This role will design connected contact center experiences across Salesforce Voice, Amazon Connect, digital channels, data, AI, and supporting enterprise systems. The architect will guide clients through contact center modernization, omnichannel transformation, and AI adoption while ensuring that solutions are scalable, secure, supportable, and aligned with measurable business outcomes. As a trusted advisor, the Principal Consultant will work with business leaders, customer service operations, contact center teams, and technical delivery resources from discovery through production optimization. The role also supports solution development, pre-sales, team mentorship, and the continued growth of the Salesforce Practice's voice and contact center capabilities. Our Salesforce Practice invests in professional development by supporting Salesforce certification examination vouchers and providing dedicated time for certification preparation and continued learning. Responsibilities - Lead discovery workshops and business process reviews to understand customer service operations, contact center requirements, customer journeys, channel strategy, and business objectives. - Serve as the 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 that support voice, chat, messaging, SMS, email, social, and other digital channels. - Develop future-state contact center strategies and modernization roadmaps aligned with customer experience goals, operating models, and technology constraints. - Architect interactive voice response, 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 relevant capabilities such as Agentforce, Amazon Lex, Contact Lens, AWS Lambda, Digital Engagement, Data Cloud, knowledge, and analytics. - Define integration patterns between Salesforce and telephony, workforce management, identity, knowledge, case management, CRM, data, reporting, and enterprise platforms. - Apply Salesforce security, sharing, identity, governance, environment, and release-management standards to voice and contact center solutions. - Provide architectural oversight throughout the delivery lifecycle, including design, configuration guidance, build reviews, testing strategy, deployment planning, cutover, and post-production optimization. - Lead technical design sessions and produce architecture diagrams, decision records, interface specifications, implementation roadmaps, and other delivery documentation. - Define nonfunctional requirements for availability, resiliency, performance, call quality, scalability, privacy, compliance, observability, and disaster recovery. - Partner with AI and data teams to design customer and agent experiences that use Agentforce, conversational AI, generative AI, Data Cloud, and trusted enterprise data. - Support pre-sales activities, including discovery, solution estimation, demonstrations, executive presentations, architecture reviews, proposals, and statements of work. - Mentor consultants, developers, administrators, and architects while establishing reusable patterns and promoting consistent delivery practices. - Evaluate Salesforce, AWS, and contact center product updates and advise clients on relevant capabilities, adoption timing, and implementation impact. Required Qualifications - At least five years of Salesforce consulting, architecture, or implementation experience.