Principal Consultant - Service Cloud Voice Architect

The posting, as TELUS Digital wrote it

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, implement

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ns, dependencies, staffing models, and delivery risk.

Preferred Certifications

• Salesforce Certified Platform Administrator.
• Salesforce Certified Agentforce Service Consultant or Salesforce Service Cloud Consultant.
• Salesforce Certified Agentforce Specialist.
• Salesforce Certified Application Architect.
• Relevant AWS certifications or demonstrated Amazon Connect delivery credentials.
• Additional Salesforce architecture, integration, data, or industry certifications.

Leadership Competencies

• Client partnership: Builds trusted advisor relationships and helps clients navigate complex transformation decisions.
• Strategic thinking: Creates practical roadmaps that connect contact center investments to customer and operational outcomes.
• Innovation: Applies AI, automation, and platform capabilities where they solve a defined customer or business need.
• Ownership: Takes accountability for solution quality, delivery decisions, risks, and client success.
• Collaboration: Works effectively across business, operations, architecture, engineering, delivery, and executive teams.
• Character and service: Demonstrates integrity, empathy, sound judgment, resilience, and a commitment to helping clients and colleagues succeed.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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