Job Description: Salesforce Architect Consultant – Service Cloud & Amazon Connect Integration
Role Overview
We are seeking a Salesforce Architect Consultant to lead the design and deployment of Salesforce Service Cloud and the Contact Center layer, ensuring seamless integration with Amazon Connect. This role is critical in enabling agents, supervisors, and stakeholders to:
- Access a unified, 360-degree view of each customer
- Deliver consistent, knowledge-based responses
- Maintain a comprehensive interaction history across all channels (voice, chat, email, digital, and social)
The consultant will serve as both a strategic advisor and a hands-on architect, ensuring that the solution is scalable, secure, and aligned with business goals.
Key Responsibilities
- Solution Architecture & Design
- Define the end-to-end architecture for Salesforce Service Cloud integrated with Amazon Connect.
- Design data models, workflows, and integrations to support omnichannel customer engagement.
- Ensure scalability, security, and compliance with enterprise standards.
- Implementation & Integration
- Lead the deployment of Service Cloud features (case management, knowledge base, omnichannel routing, CTI).
- Architect and configure Amazon Connect integration for voice and digital channels.
- Implement real-time and batch integrations using APIs, middleware, or native connectors.
- Stakeholder Enablement
- Provide agents and supervisors with dashboards, reporting, and analytics for performance monitoring.
- Ensure stakeholders have access to a unified customer interaction history.
- Deliver training and documentation to support adoption.
- Governance & Best Practices
- Establish architectural standards, coding guidelines, and DevOps practices.
- Conduct design reviews and ensure alignment with Salesforce and AWS best practices.
- Support continuous improvement and roadmap planning.
Required Expertise
- Salesforce Service Cloud
- Deep knowledge of case management, knowledge base, omnichannel routing, and Einstein AI features.
- Experience with Salesforce CTI adapters and Service Console optimization.
- Amazon Connect
- Hands-on experience designing and deploying Amazon Connect contact flows.
- Familiarity with AWS Lambda, Lex, S3, and Kinesis for advanced integrations.
- Integration & Middleware
- Proficiency with REST/SOAP APIs, event-driven architectures, and middleware (MuleSoft, AWS AppFlow, or similar).
- Experience with identity and access management (SSO, OAuth, SAML).
- Architecture & DevOps
- Strong background in multi-cloud architecture, CI/CD pipelines, and automated testing.
- Knowledge of data governance, compliance (e.g., GDPR, HIPAA), and security best practices.
Qualifications & Background
- Education: Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
- Certifications (preferred):
- Salesforce Certified Technical Architect (CTA) or Application/Systems Architect
- Salesforce Service Cloud Consultant
- AWS Certified Solutions Architect – Associate/Professional
- Experience:
- 7+ years in Salesforce ecosystem with at least 3+ years in an architect role
- 3+ years integrating Salesforce with Amazon Connect or other enterprise contact center platforms
- Proven track record of delivering large-scale, multi-channel CRM/contact center solutions
Knowledge, Skills & Abilities
- Strong analytical and problem-solving skills with the ability to translate business needs into technical solutions
- Excellent communication and stakeholder management skills, including executive-level presentations
- Ability to lead cross-functional teams and mentor developers/administrators
- Deep understanding of customer service operations, KPIs, and workforce optimization
- Adaptability to fast-paced environments and evolving business requirements
Job Type: Contract
Pay: $93,802.91 - $112,966.95 per year
Work Location: In person
