Salesforce Solution Architect (Service Cloud Voice)

TL;DR

Salesforce Solution Architect (Service Cloud Voice): Designing and implementing intelligent Salesforce Service Cloud Voice solutions with an accent on integrating AI, Amazon Connect, and optimizing contact center operations. Focus on architecting best-in-class solutions, translating complex business requirements into scalable designs, and driving solution delivery.

Location: Remote from Canada (Alberta, British Columbia, Ontario only)

Company

hirify.global, Part of Accenture, redefines the future of business through AI and Salesforce innovation, specializing in intelligent solutions to revolutionize workflows and elevate customer experiences.

What you will do

• Facilitate business process reviews to identify customer requirements and processes.
• Translate customer requirements into contact center design, leveraging best practices.
• Configure Salesforce Service Cloud Voice and Amazon Connect solutions.
• Develop technical requirements and specifications for customers and the technical delivery team.
• Lead vision and strategy discussions with contact center and customer service leadership.
• Architect and build best-in-class implementations of Service Cloud and partner with the AI team.

Requirements

• 3-5+ years project experience in a hands-on position.
• 3+ years of experience with Salesforce in a development or configuration capacity.
• Understanding of customer service and contact center operations with experience solving Complex Use Cases.
• Solid understanding of Salesforce Platform and its architecture.
• Experience building Custom Applications, Lightning Experience, Visual Flows, and Process Builders within Salesforce.
• Client facing experience in Pre-Sales Activities, Project Management/Ownership, Discovery and Design, Delivering Solution Options to Customers, and Enterprise Application Architecture.

Nice to have

• Salesforce Certifications (Service Cloud, Experience Cloud, or Sales Cloud).
• Contact Center architecture knowledge.
• Experience building contact centers based on Amazon Connect Contact Center solution.

Culture & Benefits

• Offers both remote and in-person options, with a focus on team connection and unity.
• Anticipated travel commitment of up to 25% for certain roles.
• Flexible work arrangements that value good work over strict hours.
• Collaborative environment where executive team holds town halls and company meetings.
• Emphasis on celebrating successes, both big and small, with team events.