Solution Architect, Salesforce Voice

Accountabilities:: Lead business process reviews and discovery sessions to understand client needs, identify requirements, and assess existing contact center operations. Design scalable, best-practice contact center architectures using Salesforce Voice, Service Cloud, and Amazon Connect, minimizing unnecessary custom development. Translate business requirements into technical specifications, solution designs, and implementation plans for clients and delivery teams. Configure and implement Salesforce solutions using platform capabilities, including Lightning Experience, Visual Flows, and other declarative development tools. Architect and deliver high-quality Salesforce Service Cloud implementations that support complex customer service use cases. Design and optimize contact center routing strategies across Salesforce and Amazon Connect environments. Lead technical discussions, vision-setting sessions, and solution strategy workshops with customer service and contact center leadership. Manage project delivery, client communications, and implementation milestones, ensuring successful execution from discovery through deployment. Take ownership of enterprise-level projects, exercise independent judgment, and provide technical leadership with minimal supervision. Collaborate with AI specialists to develop innovative customer solutions leveraging artificial intelligence and emerging Salesforce technologies. Deliver end-user training, technical documentation, and knowledge transfer to support successful adoption. Stay up to date with Salesforce platform developments, new features, and major product releases to continuously improve solution delivery. Requirements: 3–5+ years of hands-on project experience in a technical or solution delivery role. At least 3 years of experience configuring or developing solutions on the Salesforce platform. Strong understanding of Salesforce architecture, platform capabilities, and scalable application design. Practical experience building custom Salesforce applications using Lightning Experience, Visual Flows, and Process Builder. Knowledge of customer service operations and contact center environments, including the ability to address complex business and technical use cases. Understanding of release management, application lifecycle management, development methodologies, deployment best practices, and governance. Proven client-facing experience across discovery, solution design, pre-sales activities, project ownership, solution presentations, and enterprise application architecture. Strong communication, problem-solving, and stakeholder management skills, with the ability to explain complex technical concepts to business audiences. Excellent attention to detail, a collaborative mindset, and the flexibility to adapt to changing priorities and project requirements. Salesforce certifications are considered an asset, particularly in Service Cloud, Experience Cloud, or Sales Cloud. Additional experience with contact center architecture, Amazon Connect, and workforce management solutions is highly desirable. Familiarity with VoIP communication protocols such as SIP and WebRTC is an advantage. Experience with outbound dialers, campaign management, and contact center workforce management solutions is a plus. Benefits: Remote-first flexibility: Work remotely from eligible locations in Alberta, British Columbia, or Ontario, with opportunities to connect with colleagues through regional hubs and in-person collaboration. Flexible working arrangements: Benefit from a trust-based culture that prioritizes results and work-life balance rather than rigid working hours. Collaborative environment: Contribute ideas, share feedback, and engage with colleagues and leadership through team discussions, company meetings, and town halls. Professional development: Gain exposure to innovative technologies across Salesforce, AI, Agentforce, and Amazon Connect while continuously expanding your technical expertise. Meaningful client projects: Work on challenging enterprise implementations and help organizations transform their customer experiences. Team culture: Enjoy a welcoming and engaging workplace that values teamwork, celebrates achievements, and encourages connection across remote and in-person teams. Travel opportunities: Some client-facing responsibilities may involve travel of up to 25%, offering opportunities to collaborate directly with customers.