Principal Consultant - Service Cloud Voice Architect

Role overview Lead the architecture and delivery of enterprise Service Cloud Voice and contact-center solutions as a Principal Consultant within a consulting practice. The role blends client-facing advisory work with hands-on solution design, helping organisations modernise customer service across voice, digital channels, AI, and supporting enterprise systems while guiding them from discovery through production optimisation.

Responsibilities - Lead discovery workshops and business process reviews covering customer service operations, contact center requirements, customer journeys, and channel strategy. - Serve as lead solution architect for Service Cloud Voice, Salesforce Voice, Partner Contact Center, and Amazon Connect delivery models. - Design scalable engagement architectures spanning voice, chat, messaging, SMS, email, and social channels, including IVR, routing, queueing, self-service, agent assist, and quality management. - Define future-state contact center strategies, modernisation roadmaps, and integration patterns with telephony, WFM, identity, knowledge, CRM, and enterprise platforms. - Apply security, identity, governance, and release-management standards to voice and contact center solutions, including nonfunctional requirements for resiliency, compliance, and observability. - Partner with AI and data teams to embed Agentforce, conversational AI, generative AI, and Data Cloud into customer and agent experiences. - Support pre-sales, mentor consultants and architects, and advise clients on product updates and adoption timing.

Requirements - At least 5 years of Salesforce consulting, architecture, or implementation experience. - At least 3 years designing or implementing Service Cloud Voice, Salesforce Voice, Amazon Connect, or comparable enterprise contact center solutions. - Proven experience as a Solution Architect, Lead Consultant, Technical Architect, or equivalent client-facing delivery leader. - Deep understanding of contact center architecture, voice and digital routing, IVR, queue design, workforce optimisation, and quality management. - Hands-on architecture experience with Salesforce Voice and Amazon Connect integration patterns, plus working knowledge of SIP, WebRTC, CTI, call flows, recording, and transcription. - Strong understanding of Salesforce platform architecture, security, integration, data, environment strategy, and governance. - Experience leading discovery workshops, design sessions, executive discussions, and architecture reviews, plus producing solution diagrams and technical specifications.

Nice to have - Relevant Salesforce certifications such as Platform Administrator, Service Cloud Consultant, Agentforce Specialist, or Application Architect. - AWS certifications or demonstrated Amazon Connect delivery credentials. - Experience with MuleSoft or other enterprise integration and API-management platforms. - Background integrating WFM, quality management, identity, knowledge, analytics, payment, or customer data platforms. - Exposure to outbound dialing, campaign management, consent, and proactive engagement. - Experience with large-scale contact center transformations, complex migrations, or multi-region deployments. - Understanding of regulated-industry requirements for privacy, recording, retention, accessibility, and customer communications. - Track record shaping consulting engagements, including estimation, staffing models, and delivery risk.