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

Role: Principal Consultant – Agentforce Voice / Service Cloud Voice / Amazon Connect Architect Industry: Cross-Industry Summary TELUS Digital Salesforce Practice is seeking a Principal Consultant – Agentforce Voice / Service Cloud Voice / Amazon Connect Architect to lead the design and delivery of next-generation AI-powered customer engagement and contact center solutions. This role is responsible for architecting enterprise-scale customer service experiences that leverage Salesforce Agentforce, Service Cloud Voice, Amazon Connect, Amazon Lex, Contact Lens, Digital Engagement, Service Cloud, Data Cloud, and related technologies to improve customer satisfaction, agent productivity, operational efficiency, and business outcomes. 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. You will work closely with business stakeholders, operations leaders, customer service teams, and technical delivery resources to develop scalable, secure, and innovative solutions. Our Salesforce Practice invests heavily in professional development, covering 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, 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. Architect intelligent routing, skills-based routing, workforce optimization, IVR, self-service, agent assist, and AI-driven customer service solutions. Design and implement Service Cloud Voice, Amazon Connect, Agentforce, Amazon Lex, Contact Lens, and Digital Engagement solutions. Define integration strategies between Salesforce and enterprise systems including CRM, telephony, workforce management, knowledge management, identity management, and analytics platforms. 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. Mentor consultants, developers, administrators, and solution architects while promoting delivery excellence and best practices. Stay current on Salesforce, Amazon Connect, Agentforce, and AI platform innovations and advise clients on emerging capabilities and opportunities. Requirements 5+ years of Salesforce consulting and implementation experience. 3+ years designing or implementing Service Cloud Voice, Amazon Connect, contact center, or customer service solutions. Experience serving as a Solution Architect, Lead Consultant, Technical Architect, or equivalent customer-facing leadership role. Strong expertise with Salesforce Service Cloud and customer service operations. Deep understanding of contact center architecture, routing strategies, workforce optimization, omnichannel engagement, and customer experience design. 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. Strong communication, consulting, presentation, and stakeholder management skills. Ability to translate business requirements into scalable technical solutions and strategic transformation initiatives. Preferred Qualifications 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. Experience with outbound dialing, campaign management, proactive engagement, and customer outreach solutions. Experience supporting large-scale contact center transformation programs. Salesforce Certifications Salesforce Certified Administrator Salesforce Service Cloud Consultant Salesforce AI Associate or AI Specialist Salesforce Application Architect (Preferred) Amazon Connect Certifications (Preferred) Additional Salesforce certifications are highly desirable. Leadership Competencies Client Partnership — Builds trusted advisor relationships and helps customers navigate complex transformation initiatives. Strategic Thinking — Develops scalable roadmaps and long-term customer experience strategies. Innovation — Leverages emerging AI and automation technologies to drive measurable business outcomes. Ownership — Takes accountability for solution quality, customer success, and delivery excellence. Collaboration — Works effectively across business, operations, delivery, and executive leadership teams. Character and Service — Demonstrates integrity, empathy, resilience, and a commitment to helping customers and colleagues succeed. At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. 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