Salesforce Consultant Service Cloud Voice

As a Salesforce Consultant (m/f/x) specialising in Service Cloud Voice, you will help design and deliver intelligent, scalable voice solutions that transform customer service operations. Acting as the bridge between business needs and technical implementation, you’ll work closely with clients to map their customer service strategies onto Salesforce voice technology, including Amazon Connect and Agentforce.

This role is ideal for consultants with either a Salesforce background or strong Contact Centre experience who are newer to Salesforce. You’ll support a wide range of clients across industries, contributing to discovery, implementation, and optimisation phases, while being supported to grow your Salesforce skills and certifications.

• Design and lead or support and implementation of Service Cloud Voice solutions
• Collaborate with stakeholders to analyse business requirements and translate them into practical contact centre solutions
• Lead or support in discovery sessions, workshops, and technical planning activities
• Configure and customise Salesforce Service Cloud Voice with guidance from senior team members
• Support integrations between Salesforce and telephony / contact centre platforms
• Provide hands-on support during go-lives and assist with post-deployment enhancements
• Document solutions, contribute to best practices, and share learnings within the team
• Contribute to internal projects and knowledge

• 2-3 years of professional experience in one of the following areas: Salesforce Service Cloud or related Salesforce solutions, or Contact Centre operations, telephony platforms, or customer service technology
• Experience working in or with contact centres, including voice-based customer service processes
• Exposure to Salesforce-integrated Contact Centres (as an admin, consultant, product owner, or operational lead) or a strong interest in up-skilling into Salesforce
• Understanding of contact centre KPIs, agent workflows, and customer service best practices
• Ability to learn and apply Salesforce configuration concepts with support and guidance
• Comfortable engaging with both technical and non-technical stakeholders
• Strong communication, analytical, and problem-solving skills
• Salesforce certifications is a plus ( eg Salesforce Administrator certification)
• Any experience with Service Cloud Voice, Amazon Connect, CTI integrations, or AWS tooling is an advantage