Salesforce Senior Consultant Service Cloud Voice

As a Senior Salesforce Consultant (m/f/x) specialising in Service Cloud Voice, you will lead the design and delivery of intelligent, scalable voice solutions that transform customer service operations. You act as a trusted advisor for a wide range clients across industries, owning solution architecture and guiding teams through complex implementations. Acting as the bridge between business needs and technical implementation, you’ll work closely with clients to map their customer service strategies onto Salesforce’s voice technology, including Amazon Connect and Agentforce. Beyond delivery, you mentor consultants, shape best practices, and ensure high-quality outcomes across multiple projects.

• Lead the end-to-end implementation of Service Cloud Voice
• Act as solution owner, translating complex business requirements into scalable, secure voice architectures
• Lead customer discovery sessions, workshops, and technical design discussions with senior stakeholders
• Design and configure Salesforce Service Cloud Voice, ensuring best-practice integrations with telephony and AWS services
• Guide and mentor consultants and junior team members throughout project delivery
• Oversee go-lives, manage risks, and take ownership of post-deployment improvements and optimisation initiatives
• Ensure high-quality documentation, architecture decisions, and reusable delivery assets
• Contribute to internal capability building, standards, and knowledge-sharing initiatives
• Support pre-sales activities, when required, including solution design, effort estimation, and technical input for proposals

• 5+ years of professional experience working with Salesforce Service Cloud and/or Contact Centre solutions
• Proven experience leading Service Cloud Voice implementations in customer-facing projects
• Strong hands-on expertise with Service Cloud Voice, ideally including Amazon Connect and related AWS services
• Deep understanding of customer service processes, omnichannel contact centre operations, and voice architecture
• Ability to design enterprise-grade, scalable, and secure voice-enabled solutions
• Confidence engaging with senior business and technical stakeholders, including architects and executives
• Strong leadership, communication, and problem-solving skills
• Salesforce certifications (e.g. Service Cloud Consultant, Experience Cloud Consultant) are a strong plus
• Experience with CTI integrations, telephony platforms, or broader AWS tooling is highly desirable
• AI is not a trend for you, but a firmly established part of how you work. You use AI tools confidently and enjoy continuously discovering new possibilities and integrating them into your everyday work

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