Partner & Agentforce Contact Center Solution Consulting Director

Quick Facts

• Role: Solution Consulting Director for Partner & Agentforce Contact Center (voice-centric)

• Focus: Enterprise voice and contact center architecture and delivery

Description

You will serve as a strategic advisor and Salesforce product/platform expert for large, complex enterprise customers, guiding transformation initiatives using Agentforce Contact Center (AFCC) and Partner Contact Center, along with voice AI and CCaaS ecosystems. The role provides architectural leadership for scalable voice workflows, CTI integrations, and real-time media/data flows, helping ensure complex cloud telephony projects are successfully delivered. You will also drive knowledge sharing and community growth within the consulting team.

Responsibilities

• Lead architectural design for scalable voice workflows, CTI integrations, and real-time media/data flows across AFCC and Partner Contact Center

• Guide rationalization and deployment of advanced voice technologies (Agentforce, Einstein Conversation Insights, Conversational IVR, speech analytics) for omnichannel experiences

• Architect complex telephony solutions by integrating enterprise CCaaS platforms (e.g., Amazon Connect, Genesys Cloud, Five9) with Salesforce

• Handle SIP trunking, WebRTC, carrier connectivity, and network latency optimization

• Proactively identify and manage risks on high-profile engagements, and drive complex routing/integration issues to resolution

• Negotiate solutions to complex telephony and integration problems with customers and third-party voice vendors/partners

• Review and correct project/program direction and key artifacts (dial plan designs, routing logic, data models) to keep solutions scalable

• Lead internal strategic initiatives to grow the consulting practice and contribute to technical assets and reference architectures for voice deployments

Requirements

• 10+ years of enterprise architecture or consulting experience, including at least 5 years dedicated hands-on experience in Contact Center, CCaaS, or Voice technologies

• Deep technical expertise in Partner Contact Center and at least one leading telephony platform (Amazon Connect, Genesys Cloud, or Five9)

• Knowledge of Agentforce Contact Center (AFCC) or other contact center platforms (asset)

• Strong foundational knowledge of voice and telephony concepts: PBX, ACD, IVR, SIP, WebRTC, CTI protocols, softphones, and real-time media streaming

• Proven ability to design complex contact routing strategies, queue management, and omnichannel agent experiences using Salesforce Omni-Channel and voice vendor routing engines

• Strong application design skills with enterprise integration patterns (REST/SOAP APIs, event-driven architectures) connecting voice systems with CRM data

• Ability to rapidly learn new concepts, especially in Voice AI and Natural Language Understanding (NLU)

• Strong written and verbal communication skills, especially explaining complex telephony concepts to non-technical stakeholders

Benefits

• Medical, dental, vision, and mental health support

• Paid parental leave

• Life and disability insurance

• 401(k)

• Employee stock purchasing program