Salesforce Solution Architect (Service Cloud Voice)

Location: Remote in Canada, limited to Alberta, British Columbia, and Ontario. Travel may be required for certain roles, up to 25%.

Company

hirify.global, part of Accenture, delivers AI, AWS, and Salesforce solutions, including Agentforce, Salesforce Einstein, Service Cloud Voice, and Amazon Connect implementations.

What you will do

• Lead business process reviews, discovery, and requirements analysis for customer service and contact center projects.
• Translate customer requirements into scalable contact center designs using Salesforce Service Cloud Voice and Amazon Connect.
• Configure Salesforce solutions with platform tools such as Visual Flows and Process Builder, and architect custom applications.
• Develop technical requirements, specifications, documentation, and end-user training materials.
• Oversee project delivery, customer communications, release management, and implementation quality.
• Lead enterprise-level vision and strategy discussions and partner with the Artificial Intelligence team on innovative Salesforce solutions.

Requirements

• 3–5+ years of project experience in a hands-on role.
• 3+ years of Salesforce development or configuration experience.
• Experience with the Salesforce Platform, its architecture, Lightning Experience, Visual Flows, Process Builder, custom applications, and scalable solution design.
• Understanding of customer service and contact center operations, including complex use cases and routing strategies.
• Experience with release management, application and development lifecycles, deployment best practices, and governance.
• Client-facing experience in presales, project ownership, discovery and design, solution presentations, and enterprise application architecture.

Nice to have

• Salesforce Service Cloud, Experience Cloud, or Sales Cloud certification.
• Contact center architecture knowledge and experience with Amazon Connect.
• Knowledge of SIP, WebRTC, workforce management solutions, outbound dialers, or campaign management.
• Strong communication skills, attention to detail, teamwork, and flexibility.

Culture & Benefits

• Remote work with access to the Massachusetts headquarters and regional hubs.
• Flexible scheduling focused on outcomes rather than fixed working hours.
• Collaborative environment with opportunities to contribute feedback directly through town halls and company meetings.
• Opportunities to work with Salesforce, AI, and emerging generative AI technologies.