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

Responsibilities

• Lead the design and delivery of next-generation AI-powered customer engagement and contact center solutions.
• Serve as the lead solution architect for Agentforce Voice, Service Cloud Voice, and Amazon Connect implementations.
• Design scalable omnichannel architectures supporting voice, chat, SMS, email, social, and digital channels.
• Architect intelligent routing, skills-based routing, IVR, self-service, and AI-driven customer service solutions.
• Define integration strategies between Salesforce and enterprise systems including CRM, telephony, and analytics platforms.
• Provide architectural oversight throughout the project lifecycle, including design, testing, and deployment.
• Support pre-sales activities including solution estimation, demonstrations, and executive presentations.
• Mentor consultants, developers, and architects while promoting delivery excellence and best practices.

Requirements

• 5+ years of Salesforce consulting and implementation experience.
• 3+ years designing or implementing Service Cloud Voice, Amazon Connect, or contact center solutions.
• Proven experience serving as a Solution Architect or in a customer-facing leadership role.
• Strong expertise with Salesforce Service Cloud and customer service operations.
• Deep understanding of contact center architecture, routing strategies, and omnichannel engagement.
• Experience leading client workshops, discovery sessions, and executive stakeholder discussions.
• Strong understanding of Salesforce platform architecture, security, and integration patterns.
• Excellent communication, consulting, and stakeholder management skills.

Preferred Qualifications

• Experience with Salesforce Agentforce and AI-powered customer service solutions.
• Experience with Amazon Lex, Contact Lens, AWS Lambda, and related AWS services.
• Experience with Salesforce Data Cloud and Digital Engagement.
• Knowledge of telecommunications technologies including SIP, WebRTC, and CTI.
• Salesforce Certifications (Service Cloud Consultant, AI Specialist, or Application Architect).
• Amazon Connect Certifications.

About the Company

TELUS Digital is a global leader in digital customer experience. Our Salesforce Practice invests heavily in professional development, covering certification examination vouchers and providing dedicated time for continued learning to ensure our team remains at the forefront of AI and cloud innovation.