Remote job opportunity for the role of Salesforce Architect - Voice & Omnichannel Solutions (Remote)
Rahul Pandey
Greetings,
This is Rahul from Quantum world Technologies; I am working as Senior Technical Recruiter in this company. I have an Remote Job Opportunity with one of our clients. Please share your resume if you are interested in the job details given below:
Job Title: Salesforce Architect - Voice & Omnichannel Solutions
Location : Remote (West Coast)
Job Description:
Key Responsibilities:
• Voice Architecture & Solutioning:
o Lead the design and deployment of Salesforce Voice Connect integrated with Amazon Connect.
o Architect scalable and secure voice solutions that support omnichannel customer experiences.
o Evaluate and integrate legacy telephony systems like Genesys and Nice into Salesforce environments.
• Omnichannel Configuration:
o Configure and optimize Omnichannel Routing, Service Cloud Voice, and Contact Center Workflows.
o Define and implement call flows, IVR, CTI integrations, and real-time agent assist features.
• Integration & Automation:
o Collaborate with development teams to build custom integrations between Salesforce and telephony platforms.
o Leverage Flow, Einstein Bots, and Voice Transcription APIs to enhance automation and agent productivity.
• Performance & Monitoring:
o Establish monitoring and reporting frameworks for voice interactions, agent performance, and call quality.
o Ensure high availability, low latency, and secure voice communications across all channels.
• Stakeholder Engagement:
o Work closely with contact center operations, IT, and business teams to gather requirements and deliver tailored solutions.
o Provide technical leadership and mentorship to Salesforce developers and administrators.
Required Qualifications:
• Proven experience as a Salesforce Architect with a focus on voice and contact center solutions.
• Hands-on expertise with Salesforce Voice Connect, Amazon Connect, and Service Cloud Voice.
• Familiarity with Genesys Cloud, Nice inContact, or similar enterprise telephony platforms.
• Strong understanding of CTI, IVR, call routing, and agent desktop configurations.
• Salesforce certifications such as Salesforce Certified Service Cloud Consultant, Platform Developer, or Architect credentials are preferred.
Preferred Skills:
• Experience with Einstein Conversation Insights, Voice Transcription, and Real-Time Agent Assist.
• Knowledge of AWS services related to Amazon Connect (e.g., Lambda, Lex, S3).
• Strong communication and stakeholder management skills.
• Ability to work in agile environments and lead cross-functional teams
Thanks & Regards
Rahul Pandey