TELUS Digital · Remote, US
Skills: AWS, Accessibility
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…
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