TELUS Digital
Principal Consultant - Service Cloud Voice Architect
Remote, US · Remote · Principal · Full-time · Posted Oct 7, 2026
- Experience
- At least five years of Salesforce experience and at least three years of relevant contact center solution experience.
About the job
Leads the architecture and delivery of enterprise Service Cloud Voice and contact center solutions, guiding clients through modernization, omnichannel transformation, and AI adoption.
What you'll do
- Lead discovery and design, create contact center architectures and roadmaps, and advise clients on transformation.
- Oversee delivery from architecture through deployment and post-production optimization; define security, integration, and nonfunctional requirements.
- Support pre-sales and mentor delivery teams while developing reusable architecture and delivery practices.
What they ask for
- 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 as a Solution Architect, Lead Consultant, Technical Architect, or equivalent client-facing delivery leader.
- Expertise in Salesforce Service Cloud or Agentforce Service, contact center architecture, and Salesforce Voice and Amazon Connect integration patterns.
Nice to have
- Experience designing Agentforce or other AI-powered customer service and agent-assist solutions.
- Relevant AWS or Salesforce certifications, or demonstrated Amazon Connect delivery credentials.
Tools
Salesforce Service Cloud, Salesforce Voice, Amazon Connect, Agentforce, Amazon Lex, Contact Lens, AWS Lambda, Data Cloud
AI focus
Designs customer and agent experiences using Agentforce, conversational AI, generative AI, Data Cloud, and trusted enterprise data.
Model-written summary · the original posting is authoritative